Workforce Management Coordinator

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, a member of the DIC Group, is a leading producer of packaging and graphic solutions, color and display technologies, functional products, electronic materials, and products for the automotive and healthcare industries. Together with DIC, Sun Chemical is continuously working to promote and develop sustainable solutions to exceed customer expectations and better the world around us. With combined annual sales of more than $8.5 billion and 22,000+ employees worldwide, the DIC Group companies support a diverse collection of global customers.

Sun Chemical Corporation is a subsidiary of Sun Chemical Group Coöperatief U.A., the Netherlands, and is headquartered in Parsippany, New Jersey, U.S.A. For more information, please visit our website at www.sunchemical.com or connect with us on LinkedIn or Twitter

Work Schedule: Mon-Friday, 7 AM - 4 PM Eastern

Drive Operational Excellence in Customer Service

Join our dynamic North America Customer Service team as a Workforce Analyst and play a critical role in optimizing workforce performance, service delivery, and operational efficiency. In this role, you'll support a team of 50+ customer service professionals while monitoring over 150,000 annual customer contacts and ensuring service level targets are consistently achieved.

What You'll Do

Real-Time Operations Management

• Monitor contact volumes and staffing levels across a 12-hour operational window (7 AM–7 PM EST)
• Ensure SLA compliance through proactive queue management and schedule adherence monitoring
• Analyze staffing needs and provide recommendations to optimize workforce utilization and service performance
• Support forecasting and workforce planning activities based on customer demand and operational trends

Data Analytics & Reporting

• Generate and maintain 20+ recurring and ad hoc operational reports using SAP, Genesys Cloud, SuccessKPI, Excel, and other business systems
• Analyze performance metrics and trends to identify service bottlenecks and opportunities for improvement
• Provide actionable insights that support staffing decisions, resource allocation, and operational planning
• Ensure reporting accuracy, data integrity, and timely delivery according to established procedures

Workforce Administration & System Support

• Manage daily schedule adjustments, exceptions, and workforce management updates across multiple systems
• Maintain accurate workforce data to support forecasting, reporting, and operational decision-making
• Coordinate IT support requests and troubleshooting efforts for customer service team members
• Help ensure operational continuity through timely issue resolution and system support coordination

Communication & Cross-Functional Collaboration

• Communicate holiday schedules, inventory impacts, site closures, outages, and other operational updates to stakeholders
• Support cross-functional projects through coordination, reporting, presentation preparation, and project logistics
• Partner with business leaders to improve service delivery and workforce effectiveness
• Facilitate clear communication and alignment across teams and departments

Education & Experience Requirements

• 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

Technical Skills

• Proficiency with Microsoft Office Suite, including Excel, Outlook, Teams, Word, PowerPoint, and SharePoint
• Experience with SAP, Genesys Cloud, SuccessKPI, or similar workforce management and reporting systems
• Strong understanding of reporting, analytics, forecasting, and performance metrics

What Makes You Successful

• Strong analytical and problem-solving skills with the ability to interpret complex data and identify trends
• Excellent organizational, prioritization, and time-management abilities
• Exceptional attention to detail and commitment to data accuracy
• Strong communication and collaboration skills with the ability to work across multiple teams
• Ability to handle confidential information with professionalism and discretion
• Self-starter who proactively identifies opportunities for process improvement
• Adaptable and comfortable working in a fast-paced, evolving environment

BENEFITS

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short and long term disability benefits, 401(k)+match and life insurance. Eligibility of benefit timing may vary.

EQUAL EMPLOYMENT OPPORTUNITY

It is Sun’s policy that applicants for employment are recruited, selected, and hired on the basis of individual merit and ability with respect to the position being filled. Sun prohibits discrimination on the basis of race, color, religion, creed, national origin, age, gender, sexual orientation, gender identity, marital or veteran status, disability, or any other status protected by applicable law.

Employment agencies are an important component of our talent acquisition strategy, and we value the partnerships we have built with our preferred vendors. We will not accept unsolicited resumes from employment agencies for any employment opportunity. All resumes submitted by search firms to any employee at Sun Chemical or directly to hiring managers in any form without a signed contract on file, and search engagement for that position, will be deemed unsolicited in nature, and no fee will be paid in the event the candidate is hired as a result of the referral or through other means. Additionally, any resume submitted without a contract in place will be considered property of Sun Chemical and no fees will be paid to the agency if the candidate is hired.

Note: The base pay range listed is a good-faith estimate of what Sun Chemical may offer to new hires for this position. Actual compensation may vary based on a variety of factors, including the candidate’s knowledge, skills, and abilities (KSAs), relevant experience, education, certifications, and alignment with the minimum job qualifications. Additional considerations may include prevailing wages in the work location and internal equity within Sun Chemical.