Workforce Management Coordinator

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. 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

About the role

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.

Responsibilities

• 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