Sr. Workforce / Process Reengineering Analyst-20010224

Location: Chamblee
US Citizenship Required for this Position: Yes
Relocation Assistance: No
Clearance Type: Position of Public Trust
Number of Openings : 1
Shift : 1st Shift

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.

Northrop 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, GA.

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.


Basic Qualifications:

  • 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

Preferred Qualifications:

  • 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 environment,

  • 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,

Northrop 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 U.S. Citizenship is required for most positions.

Job ID: 20010224

What's great about
Northrop Grumman

  1. Be part of a culture that thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work..
  2. Use your skills to build and deliver innovative tech solutions that protect the world and shape a better future.
  3. Enjoy benefits like flexible work schedules, education assistance and paid time off.
Position of Public Trust Required
Yes - May Consider Occasional/Part Time Teleworking for this position