Remote Workforce Planning & Analytics Specialist

Sun-Chemical

Cincinnati (OH)

Remote

USD 55,000 - 75,000

Full time

2 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) + matching

Life insurance

Paid holidays

Paid Time Off

Job summary

Sun Chemical is seeking a Workforce Analyst to drive real-time operations and analytics for a 50+ person Customer Service team. You will monitor call volumes, manage schedules, forecast demand, and provide actionable insights to improve service levels and efficiency.

You will collaborate with cross-functional groups, coordinate IT support, and maintain accurate workforce data to support planning and reporting.

Qualifications

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

Responsibilities

Monitor contact volumes and staffing across a 12-hour window (7 AM–7 PM EST).
Ensure SLA compliance via queue management and schedule adherence monitoring.
Analyze staffing needs and optimize workforce utilization and service performance.
Support forecasting and workforce planning based on demand and trends.
Generate and maintain 20+ reports using SAP, Genesys Cloud, SuccessKPI, Excel, and other systems.
Provide actionable insights to staffing decisions and resource allocation.