Workforce Analyst

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

Technical Support & Coordination

Strategic Communication

Education & Experience Requirements

Technical Skills

Core Competencies

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.