Are you interested in expanding your career through experience and exposure, all while supporting a mission that seeks to ensure the security of our nation and its allies If so, then Northrop Grumman is the place for you. As a leading global security company, we provide innovative systems, products and solutions to our customers worldwide. We are comprised of diverse professionals that bring different perspectives and ideas, understanding that the more experiences we bring to our work the more innovative we can be. As we continue to build our workforce we look for people that exemplify our core values, leadership characteristics, and approach to innovation.
Grummans Defense Systems Sector is seeking a Workforce / Business Process Reengineering
Analyst to join our team on the Internal Revenue Service's (IRS) Contact Center
project. We seek a detail oriented individual who possesses a comprehensive
understanding of operations in a complex and fast-paced multi-skill, multi-site,
multi-channel contact center environment. The qualified applicant will become
part of Northrop Grumman's IRS Contact Center Services Support Division (CCSD).
The CCSD Program provides service, support and technology to the IRS Contact
Center Enterprise (CCE) which has up to 20,000 assistors at any given time. This position will be located in Chamblee,
The Analyst will be responsible for analyzing the environment for system and staffing
needs within this multi-skill, multi-site, multi-channel enterprise. This role
will use Aspect Workforce Management tools and MS Excel to measure program/system
performance and make recommendations which impact contact center operations.
The Analyst will also validate data and troubleshoot programs that are not
attaining their hourly, weekly, monthly, quarterly and yearly goals. This will include troubleshooting program
systems issues or escalating to resolve the issue. Additionally, the Analyst
may have to develop presentations using MS PowerPoint to support his/her
recommendations for client leadership as part of the decision making process.
The Analyst will interact with various departments and be responsible for
influencing the use of the Workforce system and its modules. New internal
customers to the CCE will require analysis and configuration support on the
Aspect WFM platform as well as training on its proper use.
The Analyst will provide analysis of organizational business and technical
processes to formulate and develop new and modified business information
processing systems for phone, web and paper inventory. The Analyst will provide
the leadership team with defined requirements and business cases for WFM technology
developments coming to CCE. Requires knowledge of workforce tools, system
capabilities, business processes, and work flow. Will coordinate with business and technology
teams, ascertaining system requirements, such as program functions, output
requirements, input data acquisition, and system techniques and controls.
Bachelors degree with at least 5 years
experience. Additional 4 years experience maybe accepted in lieu of a degree.
Expertise with the Aspect WFM application,
Knowledge of Aspects WFM multi-site intraday reports
and their configurations for optimum reporting and analysis,
Knowledge of Aspects WFM staffing override
sets and their programming for configuration,
Experience with the use of Contact Center routing
systems such as: Cisco ICM, AT&T, and Verizon,
Experience with Contact Center reporting
software programs, i.e. Cisco ICM, UCCE, Crystal and Aspect WFM
Experience querying and analyzing Cisco ICM,
UCCE, AT&T, Aspect WFM, and SQL databases
Experience analyzing data and developing
recommendations to resolve contact center demand and staffing issues,
Ability to obtain a Moderate Risk Background
Investigation (MBI) security clearance.
Must be a U.S. Citizen
Minimum 10+ years experience within a contact
center consulting role,
Minimum 10+ years experience providing
Business Process Reengineering support,
Ability to understand forecasting and
scheduling theories within a large contact center environment and apply within
the Aspect Workforce Management software to the business need.
Strong attention to detail, excellent
organizational skills, and the ability to effectively communicate with all
levels of Management,
Demonstrated analytical skills in a call center
Demonstrated ability to show a high degree of
self-direction and self-motivation,
Ability and willingness to work multiple tasks
simultaneously, prioritize and work under pressure with tight deadlines
Demonstrated ability to relay and receive
information in varying formats,
Grumman is committed to hiring and retaining a diverse workforce. We are proud
to be an Equal Opportunity/Affirmative Action Employer, making decisions
without regard to race, color, religion, creed, sex, sexual orientation, gender
identity, marital status, national origin, age, veteran status, disability, or
any other protected class. For our complete EEO/AA and Pay Transparency
statement, please visit www.northropgrumman.com/EEO.
U.S. Citizenship is required for most positions.