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National Grid is hiring a Principal Analyst, Workforce Management.
This position can be located in Upstate NY, Downstate NY or MA.
This is a Hybrid Role - Must live within a commutable distance to one of our locations
Job Purpose
The Workforce & Performance Management department plays a critical role in driving operational efficiency and team effectiveness. We are seeking a highly motivated, data driven professional to join our team in managing end-to-end workforce operations, including forecasting, schedule and vacation management, and performance insights. This role requires a self-starter with strong analytical skills, a keen eye for detail, and a proactive approach to problem-solving.
Key Accountabilities
Performance Management & Analysis
- Conduct performance trend analysis across key metrics including attendance, adherence, and productivity.
- Perform AUX analysis to monitor agent behavior related to break, lunch, and meal patterns; flag long or excessive nonproductive times.
- Conduct regular quality observations and collaborate with team leads to provide feedback and support coaching efforts.
- Partner with operational leaders to develop and implement performance improvement strategies based on data insights.
- Deliver clear, actionable reports and dashboards to leadership for decision-making and performance enhancement.
- Producing accurate, timely and useful daily workload forecast outputs on a weekly basis.
- Regularly recommending effectiveness and efficiency improvements
Workforce Management
- Build short-term and long-term forecasts using historical data to support staffing and service level needs.
- Proactively monitor staffing gaps, shrinkage, and schedule adherence to ensure consistent productivity.
- Utilize NICE IEX to manage forecasting, scheduling, and real-time workforce tracking.
- Oversee and manage daily/weekly/monthly staff schedules to ensure optimal coverage across all departments.
- Manage vacation planning and approval workflows, balancing employee needs with business requirements.
Required Skills & Qualifications
- 5+ years of experience in workforce management, forecasting, or performance analytics.
- Strong hands-on experience with NICE IEX for workforce forecasting and scheduling is required.
- Advanced Excel and data visualization/reporting tools (e.g., Power BI, Tableau) experience.
- Analytical mindset with the ability to translate data into insights and action.
- Self-starter with a strong sense of ownership and initiative.
- Excellent communication and collaboration skills.
- Ability to thrive in a fast paced, constantly evolving environment.
More Information
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Salary
$116,000 - $136,000 a year - Upstate, NY
$139,000 - $146,000 a year - Downstate, NY
$130,000 - $153,000 a year - Massachusetts
Salary commensurate with location and experience
This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.