Sr. Workforce / Process Reengineering Analyst
- Norcross, GA
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 Grumman's 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.
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