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Workforce Analyst

Workforce Analyst

Sun ChemicalCincinnati, OH, US
9 days ago
Job type
  • Full-time
Job description

Workforce Analyst

Primary Location : Cincinnati

Location : Cincinnati, OH, US, 45232

Remote or On-Site : Remote

Req ID # : 5341

About The Organization

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.

Work Schedule

Monday - Friday, 10 : 00 AM - 7 : 00 PM

Drive Operational Excellence in Customer Service

Join our dynamic North America Customer Service team as a Workforce Analyst and play a pivotal role in optimizing service delivery for over 120,000 annual customer contacts. You'll support a team of 48+ agents while ensuring we consistently meet our ambitious service targets : 4-minute email responses and 15-second voice call pickups.

What You'll Do

Real-Time Operations Management

  • Monitor contact volumes and staffing levels across our 12-hour operational window (7 AM7 PM EST)
  • Ensure SLA compliance through proactive queue management and schedule adherence tracking
  • Provide actionable staffing recommendations to maintain service excellence

Data Analytics & Reporting

  • Generate 20+ recurring reports using SAP, Genesys Cloud, and SuccessKPI platforms
  • Perform trend analysis to identify service bottlenecks and recommend process improvements
  • Leverage historical data to optimize agent utilization and support strategic planning

    • Technical Support & Coordination

  • Coordinate IT support and troubleshooting for 76+ team members
  • Manage daily exceptions and schedule changes in workforce management systems
  • Ensure data integrity and operational continuity across all platforms

    • Strategic Communication

  • Communicate holiday impacts, inventory changes, and operational updates to stakeholders
  • Support cross-functional initiatives and project coordination
  • Facilitate clear communication between internal teams and external partners

    • Education & Experience Requirements

  • High school diploma or equivalent required
  • Minimum 2 years of experience in contact center operations, workforce scheduling, or related field

    • Technical Skills

  • Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, Teams, SharePoint)
  • Advanced knowledge of workforce management systems (SAP, Genesys Cloud, SuccessKPI, or similar)
  • Strong understanding of data analysis, performance metrics, and reporting tools

    • Core Competencies

  • Analytical mindset : Ability to interpret complex data and identify meaningful trends
  • Problem-solving expertise : Navigate challenges with limited standardization
  • Detail-oriented : Keen eye for accuracy and proactive issue resolution
  • Exceptional organization : Strong planning, file management, and task execution skills
  • Communication excellence : Collaborate effectively across teams and organizational levels
  • Professional integrity : Handle confidential information with discretion
  • Adaptability : Thrive in a fast-paced, dynamic 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.

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    Workforce Analyst • Cincinnati, OH, US