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Posted: Monday, May 8, 2017 9:14 PM

Northrop Grumman Enterprise Services and Chief Strategy Office (ES&CSO) is seeking a motivated User Applications Liaison to join our growing SCO Systems and Support team and will primarily be responsible for watching real time Auto Call Distribution (ACD), staffing information as well as entering exceptions and time off requests for the Customer Service Group via work force database. The candidate will also be expected to support shared service center systems and projects as required.

The ideal candidate will possess knowledge of call center operations, excel in operational data analysis and be able to succinctly present data to leadership teams. They must also be able to manage a high volume of schedule change requests in a timely manner.

Responsibilities include, but are not limited to:
  • Planning and scheduling agent off-phone events for the Customer Service group
  • Tracking agent schedule adherence in real time and monitoring when changes are needed
  • Updating agent schedules to be aligned with the business need and staffing requirements
  • Assisting in coordinating, allocating, and ensuring availability of Customer Service Group staff in order to achieve operational goals
  • Creating and maintaining reports from scheduling software and other sources
  • Recommending procedural- and operational- guideline changes to improve communications and operational efficiency
  • Recommending adjustments to workforce management software to appropriately track the productivity of contact center agents
  • Able to work within a team and with internal and external clients to gather and understand requirements
  • Provide monthly reporting and metrics to business partners in support of vendor administration; this position is expected to interact with business partners and suppliers
  • Handle help desk tickets assigned to the queue. Log and track customer inquiries using the internal case management system and the supplier’s help desk tool
  • Act as a liaison between the customer and technical escalation teams and conduct follow up as appropriate
  • Provide project status and help desk reports to management and the project team
  • Performing other duties as assigned by management
  • Regular and predictable attendance is required

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• Location: North DFW

• Post ID: 51543148 northdfw is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017