Real-Time Workforce Analyst & Optimization Pro

Sun Chemical Corporation; Cincinnati (OH); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

Paid Holidays

Paid Time Off

Disability Benefits

Life Insurance

Job summary

Sun Chemical Corporation is seeking a Workforce Analyst to optimize service delivery for the North America Customer Service team. You will support 50+ agents, monitor over 150,000 annual contacts, and help maintain service level targets across a 12-hour EST window.

Responsibilities include real-time staffing, data reporting with SAP/Genesys Cloud/SuccessKPI, and cross-functional collaboration to drive efficiency and forecast staffing needs.

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: monitor volumes and staffing across a 12-hour window.
• Data Analytics & Reporting: generate 20+ standard and ad hoc reports using SAP, Genesys Cloud, SuccessKPI, Excel.
• Workforce Administration & System Support: manage daily schedule adjustments and data across systems.
• Communication & Collaboration: share updates with stakeholders and support cross-functional projects.

Skills

Workforce management

Forecasting

Data analysis

Excel

Education

High School Diploma or equivalent

Tools

SAP

Genesys Cloud

SuccessKPI

Job description

Sun Chemical Corporation is seeking a Workforce Analyst to optimize service delivery for the North America Customer Service team. You will support 50+ agents, monitor over 150,000 annual contacts, and help maintain service level targets across a 12-hour EST window.

Responsibilities include real-time staffing, data reporting with SAP/Genesys Cloud/SuccessKPI, and cross-functional collaboration to drive efficiency and forecast staffing needs.