The Woodlands, Texas

What We Do

Want to work for a company that is reimagining distribution?  Join Univar Solutions, the premier global distributor of chemicals and ingredients.  Our goal is to function as a direct extension of our customers’ teams; to serve as an ally in their quest of business success. 
 

At Univar Solutions, we’re building on our more than 90 years of experience  and drawing on deep resources – inventory and logistics experts, scientists, PhDs, procurement, customer service, sales and marketers-to deliver consultative services and an unmatched portfolio to solve customers’ formulation and operational challenges.  When you work for Univar Solutions, you’ll play an important role in shaping how we deliver more than chemical and ingredients. 

 

 

What You’ll Do:

The Workforce Systems 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.

  • 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.

 

What You’ll Need

  • Minimum of Associate’s degree required, Bachelor’s degree preferred.
  • 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.
  • 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

 

What We Offer

Comprehensive benefits to employees including medical, dental, STD, LTD and life insurance, 401k, generous PTO and much more.

 

Univar Solutions is an equal opportunity employer.  All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification.

 

The Woodlands, Texas

Univar Solutions (NYSE: UNVR) is a leading global chemical and ingredient distributor and provider of value added services to customers across a wide range of industries. With a vast supplier network, deep market and regulatory knowledge, world-class formulation and recipe development, unparalleled logistics know-how, and industry-leading digital tools, Univar Solutions is a committed ally to customers and suppliers, helping them anticipate, navigate, and leverage meaningful growth opportunities.

Similar jobs