Principal Analyst, Finance Services

About us

Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid. In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!

National Grid is hiring a Principal Analyst, Workforce Management. 
This position can be located in Syracuse, NY or Waltham, 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.  

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