Business Intelligence Senior Analyst, Workforce Management

National Grid is hiring a Business Intelligence Senior Analyst, Workforce Management, for our Customer Electric Connections department. This position is a Hybrid role with 2-3 days in office at the Northboro, MA office.

Every day, we deliver safe and reliable energy to homes, communities, and businesses. Our people are at the heart of everything we do, and we are dedicated to supporting their health, safety, and ability to contribute to our mission. As we continue to evolve, we need team members who are proactive, collaborative, and committed to continuous improvement. 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.

National Grid's Customer Service Workforce Management team is seeking a curious learner that is adaptable and detail-oriented when it comes to delivering results. As a Business Intelligence Analyst supporting internal and external contact center operations, you will provide insightful, accurate, and timely operational reporting and call routing solutions. The ideal candidate will have a strong interest in pulling data from various sources, such as SQL database tables, and using programs like Microsoft Power BI and Excel to build and maintain visuals of information that are relied on for operational decision-making at various levels.

• Learn, lead, and create by serving as a trusted partner to contact center management teams as well as other business units to establish reporting requirements that involve creation of performance data visualizations which produce clarity for critical decisions and commitments that are made to solve challenges impacting team success.
• Control the quality of our Power BI reporting inventory by ensuring accuracy of key metrics related to call volume, average handle time, service level, customer satisfaction, and agent productivity.
• Team up with database experts to ensure commonly used performance data is stored securely and is easily accessible for analytics and reporting purposes with an emphasis on automation.
• Provide solutions and support to internal contact centers and external vendors for call routing decisions with a focus on time and impact.

Required Qualifications:

• A Bachelor's degree is required.
• Ability to prioritize work for yourself and team members when multiple projects are assigned within similar timeframes.
• Possess hands-on experience creating and using reports built with Microsoft Power BI and Excel.
• Display visibly strong analytical skills and familiarity with customer service metrics and key performance indicators.
• Have a history of using well-developed communication skills to collaborate effectively with operational and technical teams to solve problems.

Preferred Qualifications:

• Knowledge of database and data warehouse sources such as SQL and Snowflake is a plus.
• Prior experience working in a contact center or customer service environment.
• Understanding of data modeling and quality control best practices.