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Title:  Workforce Systems Analyst


Dublin, OH, US, 43016

Company:  Univar Solutions USA Inc
Requisition ID:  24811

Primary Purpose:

WFM and Business Analyst will provide reporting and monitoring for the real-time customer contact centers across the Univar Solutions U.S. business. This role will be responsible creating reports that will monitor incoming email, call, and chat volumes in order to achieve KPIs. Through the metrics created, this role will also analyze this data to determine what trends exist, then work with the manager to formulate business plans that align with our business goals. The role will also help maintain and create metric reports from customer service organization’s work in SAP. Lastly, this role with help with monitoring and reporting out the customer service organization’s compliance adherence.  The role will be a key member of any project that is associated with contact center communication updates and changes. In an ongoing basis, this position is responsible for exceeding key performance goals and ensuring the organization meet business objectives. 


Key Deliverables: 



% of time spent

  • Responsible for the workforce management function, including but not limited to forecasting, headcount requirements, scheduling, time tracking and effective “people” metrics (employee utilization, productivity, shrinkage, and adherence).


  • Creating and maintaining CS Org SAP and compliance metrics


  • The role will address real-time intraday staffing gaps, produce forecast to ensure proper staffing levels, and work with their manager to address staffing deficiencies.


  • Assist manager with the oversight, administration, and optimization of all contact center technology. Collaborate with IT and Vendors to troubleshoot, triage, and analyze performance issues and appropriately initiate resolution steps.




Key Stakeholders:



Reason for Contact

Onboarding and Readiness Supervisors


Customer Service Supervisors


Customer Service Representatives


Onboarding and Readiness Reps


Manager WFM and Support Tools

Reports to


Financial Responsibility: 

  • 1.000.000+ transactions per year

Supervisory Responsibility:

  • None



  • Bachelor degree required


Specialized Knowledge/Skills:

  • 2+ years of contact center analytical experience
  • 1+ years of workforce management system experience
  • Willing to substitute Chemical Distribution experience for analytical and workforce management experience.
  • Candidate must be flexible and able to take on and adopt ad hoc projects.
  • Advanced MS Excel experience with strong analytical and problem-solving skills
  • Experience working with the following contact center technology: Automatic Call Distribution (ACD), Call Flows, Call Scripting tool, Interactive Voice Response (IVR), Omni-Channel (Chat, Email, SMS and Voice), Quality (Voice & Screen Capture), Workforce Management Tools, and Voice of the customer survey, & SFDC


Behavioral Competencies:




Execution and Driving for Results


Building Customer Relationships


Driving Innovation


Work Independently


Cultivating Networks and Partnerships


Cross Functional collaboration


Prioritize workload


Data Driven



Physical Demands/Environmental Conditions/Other Requirements:


  • Office environment

Nearest Major Market: Columbus
Nearest Secondary Market: Dublin

Job Segment: Systems Analyst, ERP, SAP, Business Analyst, HR, Technology, Human Resources