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Forecasting/Capacity and Staffing Analyst

Company: NATIONAL GRID CO USA (NE POWER)
Location: Harvard
Posted on: November 18, 2021

Job Description:

About usNational Grid is hiring a Forecasting/Capacity and Staffing Analyst for our Customer Delivery department in Brooklyn, NY, Syracuse, NY, or Northboro, MA..Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.Job PurposeThe Forecasting/Capacity and Staffing Analyst will be responsible for developing regular forecasts of relevant workload items for the purposes of long range strategic and near-term & short-term operational requirements. In addition, will also be responsible for maintaining an ongoing rolling 12-week and rolling 12-month staffing plans to be used by WFM and Operations leadership to enable informed staffing, hiring, training, and budgetary decisions. The position will also be responsible for developing and maintaining the databases and systems to support the forecasting and planning function. The position will help ensure the correct amount of resources are planned for the organization to ensure service level goals are met, balanced with expense and efficiency requirements, and contact center and corporate initiatives are planned and implemented appropriately and timely.Key AccountabilitiesResponsibilities (including, but not limited to):

  • Developing and maintaining an econometric forecasting tool required to produce:o Long-term rolling 12-month strategic forecasts incorporating both historical volume and workload trends and various external macro level business factors (including marketing forecasts driving calls, billing and credit policies, market/environmental factors, etc.); monthly volume and AHT by forecast/staffing group)o Near-term rolling 12-week operational forecasts (daily volume and AHT by forecast/staffing group)o Produce outsource vendor call volume forecast and/or on-phone staffing requirements as required relative to contractual "lock" lead timeso Ad hoc forecasts and analysis as required to support the workforce management, finance, and operations functions
    • Producing accurate, timely and useful daily workload forecast outputs on a weekly basis to be used by the Scheduling and Command Center teams for effective and efficient resource management purposes
    • Conducting weekly forecast reviews with internal operations management, Scheduling and Command Center personnel, and outsource partners.
    • Developing and maintaining a rolling 12-week integrated resource/staffing plan, incorporating attrition and shrinkage factors, to determine staffing needs and drive hiring and training plans
    • Incorporating utilization goals, vendor vs. internal allocations & staffing levels, training, overtime, sick, new hire learning curve, vacations and holiday schedules into the overall staffing requirements
    • Analyzing and recommending optimal overtime requirements for the network
    • Analyzing and recommending best fit of vacation and overtime to fit the seasonality of the network
    • Regularly recommending contact center effectiveness and efficiency improvements
    • Assisting in business case development and analysis to justify contact center initiativesQualifications
      • Bachelor's degree preferred
      • 2-4 years forecasting experience in large contact center or transaction-based environment
      • Expert at Excel and database (i.e. MS Access, MS Sequel Server, etc.) modeling skills
      • Working knowledge of WFM scheduling tool's, forecasting functions and/or database, or other forecastingMore InformationIn accordance with guidelines regarding companies classified as Federal contractors and consistent with our core commitment of safety, National Grid has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of hire. "Full vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a religious belief or a disability can request a reasonable accommodation.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.

Keywords: NATIONAL GRID CO USA (NE POWER), Lowell , Forecasting/Capacity and Staffing Analyst, Human Resources , Harvard, Massachusetts

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