Workforce Management Coordinator

Sun Chemical Corporation•Cincinnati, OH

5d•$48,000 - $52,000•Onsite

About The Position

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. 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.

Requirements

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

Nice To Haves

Experience using workforce management, reporting, and customer service platforms preferred

Responsibilities

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
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
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
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