Senior Scheduling Analyst


Hicksville, NY, US, 11801 Northboro, MA, US, 01532 Brooklyn, NY, US, 11217 Syracuse, NY, US, 13202 Melville, NY, US, 11747

Division:  Customer Vendor Performance
Job Type: 
Requisition Number:  31154
Job Category: 
Job Function:  Work Scheduling and Dispatch

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 Senior Scheduling Analyst, for our Customer Delivery Department in Melville, NY; Hicksville, NY; 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 Purpose

The Scheduling 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 (both internal and vendor) 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

The Scheduling Analyst will be responsible for:

  • Support the Forecasting & Capacity Planning team in maintaining an integrated weekly resource plan addressing the following requirements and availability of resources on a weekly basis mirroring the 12-week forecast by week with the remainder of the year detailed as a monthly resource plan; assist with providing and maintaining resource utilization & shrinkage data and assumptions to support the overall staffing plan process
  • Creating and maintaining optimal agent work schedules using the WFM tool/applicationW
  • Shift bid administration and assignment of schedules in conjunction with labor agreements (if applicable)
  • Determining and maintaining accuracy of near-term half-hour staffing requirements within the WFM tool for all contact centers, in an effort to optimize productivity and service level.
  • Analyzing call volume/workload trends and over/under staffing projections to determine optimal times for training, hub’s, coaching, OT and VTO staffing needs, etc.
  • 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
  • Analyzing and recommending the applicability of non-traditional “flexible” schedules
  • Vacation/holiday planning and administration in conjunction with labor agreements (if applicable)
  • Maintaining and evaluating Net Staffing Plan projections for Management (greater than 3 days’ out);
  • Process (approve/deny/modify) agent schedule exception (off-phone) requests greater than 3 days’ out
  • Collaborate with Operations management to balance both operational, agent, and service level needs wither regards to the administration of scheduling needs
  • Monitor/track vendor staffing projections
  • Maintaining WFM tool database with agent profiles
  • Providing operational support to the Command Center as required



  • Bachelor’s degree preferred or equivalent work experience
  • 2-4 years successful scheduling experience in large contact center environment, working with a WFM system.    
  • Proficient in Excel and/or Access
  • Analytic mindset and the ability to analyze metrics and numeric-based statistics in an effort to identify performance trends and issues
  • Ability to create alternative scheduling and staffing strategies to address potential productivity and/or service level imbalances
  • Strategic thinker who can manage multiple projects in a fast paced environment
  • Customer support experience preferred
  • Knowledge of Work Force Management (WFM) tools and scheduling techniques
  • Strong leadership and interpersonal skills
  • Strong analytic and presentation skills
  • Effective verbal and written communications skills


More Information

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.  

Nearest Major Market: New York City