Business Support Analyst

As part of National Grid's continued commitment to safety, all new hires must be fully vaccinated against COVID-19. Anyone unable to be vaccinated, either because of a sincerely held religious belief or medical reason can request a reasonable accommodation.

About us

National Grid is hiring a Business Support Analyst for our Customer Finance Services department. This position can be located in Syracuse, NY, Northboro, MA, or Brooklyn, NY.

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 Purpose

The Business Support Analyst will be responsible for planning and maintaining optimal staffing levels and schedules for long range strategic and near/short term operational requirements.

The position will be responsible for collaborating with the Forecasting & Capacity Planning team to ensure overall staffing requirements are being met, and developing/maintaining staffing strategies and schedules for internal Service Delivery agents.

The position will help ensure the correct amount of resources are planned and scheduled appropriately 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 incorporated into the staffing levels and schedules appropriately and effectively.

Key Accountabilities

Position Responsibilities (including but not limited to):

• Support shift bid administration and assignment of schedules in conjunction with labor agreements (if applicable)
• Process (approve/deny/modify) agent schedule exceptions; including but not limited to vacation, sick, training, mandatory meetings and over-time
• Analyze over-time reports for accuracy and accounting being charged
• Support Vacation/holiday planning and administration in conjunction with labor agreements (if applicable
• Onboarding/Work Changes/Terminations
• Assist Supervisors in the recruitment process
• Coordination of new hire, facilities, computer, task assignment, time entry, IEX set up
• Exception Time Entry, Vacation Quotas, IEX changes, schedule changes, huddles/hubs, audits
• Headcount/Org chart maintenance
• Order supplies
• Escalation routing and tracking
• Performance Hub Roll-out Assistance
• Challenge existing processes and continuously seek ways to do things better in order to drive greater efficiencies for the business through a focus on accuracy, productivity and customer service.
• Collaborate with Supervisors, AMO Quality & Performance, supporting and continuous improvements.
• Develop relationships with internal and external stakeholders in order to obtain and share information that will benefit National Grid.
• Ensure local metrics are up to date in reporting hub

Qualifications

• 1+ years of work experience in Work Force Management or Account Maintenance and Operations
• Proficient in using Microsoft Office software products (Word, Excel, PowerPoint)
• Work experience in scheduling techniques (preferred but not required)
• Excellent organizational, verbal and written communication skills
• Ability to represent the company in meeting and seminars, present material as needed
• Detailed oriented and strong organizational skills at a proficient level and above

Salary

$62,000 - $88,00k a year

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 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.