Workforce Management Coordinator

Career Opportunities:
Workforce Management Coordinator (7134)

Requisition
7134
-Posted
09/25/2026

- Remote

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 Linked In or Twitter

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

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.

• 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

• 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

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