Workforce Management Coordinator

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 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. #J-18808-Ljbffr Sun Chemical Corporation