Real-Time Workforce Analyst

Sun Chemical; Cincinnati (OH); On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Merit increases

Paid holidays

Paid time off

Job summary

Sun Chemical in Cincinnati, OH is seeking a Workforce Analyst to optimize workforce performance, service delivery, and operational efficiency. You will support 50+ CS professionals and monitor 150,000+ annual contacts to meet service levels.

The role emphasizes real-time scheduling, data analysis, and cross-functional collaboration across teams. Requires a strong mix of analytics, reporting, and IT-support skills in a fast-paced environment.

Qualifications

• High school diploma or equivalent required.
• Minimum 2 years of experience in contact center operations, workforce management, scheduling, forecasting, or a related field.
• Experience using workforce management, reporting, and customer service platforms preferred.

Responsibilities

• Real-time operations management including monitoring volumes and staffing within a 12-hour window.
• Data analytics and reporting using SAP, Genesys Cloud, SuccessKPI, Excel and related systems.
• Workforce administration and system support across multiple platforms.
• Cross‑functional communication to update stakeholders and support projects.

Skills

Analytical skills

Time management

Communication

Attention to detail

Education

High school diploma

Tools

SAP

Genesys Cloud

SuccessKPI

Excel

SharePoint

Microsoft Office

Job description

Sun Chemical in Cincinnati, OH is seeking a Workforce Analyst to optimize workforce performance, service delivery, and operational efficiency. You will support 50+ CS professionals and monitor 150,000+ annual contacts to meet service levels.

The role emphasizes real-time scheduling, data analysis, and cross-functional collaboration across teams. Requires a strong mix of analytics, reporting, and IT-support skills in a fast-paced environment.