Demo

Manager, Telephony & Workforce Planning

Strategic Data Systems
Strategic Data Systems Salary
Cincinnati, OH Full Time
POSTED ON 3/27/2025
AVAILABLE BEFORE 4/25/2025
For more than three decades, Strategic Data Systems (SDS) has been a software consultancy firm specializing in strategy, technology, and business transformation for Fortune 100 companies, mid-sized firms, and startups. At SDS, we empower our development teams to address our clients’ critical business challenges by leveraging cutting edge technologies. If you seek a workplace where your contributions are truly appreciated, then SDS is the company for you. Join us today to work alongside fellow development specialists and become a crucial part of our dynamic and cohesive community.

What You’ll Do

Provides direction and leadership of a workforce management resources in achieving and maintaining optimized workforce planning/scheduling for multiple groups across the enterprise to include short and long-term forecasting of call volume, modeling of staffing needs, managing the performance-based PTO/Shift bid process where applicable, and enterprise reporting through utilization of various industry tools (i.e. CMS, IEX, Avaya, Genesys, Access, Excel, etc.). Responsible for continuously assessing the call center telephony and the experience of the customer by improving the customer and phone agent's interaction and capabilities with technology, including but not limited to ACD, CTI, Interaction Center, IVR and Quality Monitoring Systems. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Essential Duties And Responsibilities

  • Manage Call Center Workforce team of Service Level Coordinators and Forecasters in delivering on short term and long-term goals for service level, standard metrics and performance, and optimal utilization of call center resources.
  • Drives business IT requirements and creates business cases for telephony improvements by researching new applications and features within existing and new call center technologies.
  • Acts as a business liaison between the business (operations call centers) and IT departments including telephony, infrastructure and application development for telephony products.
  • Provides input to strategic vision for all telephony related customer channels including IVR. Works with business line managers on specific promotions, conversions, etc. to determine when prompts in the IVR need to be added or changed, and when it is appropriate to set up separate 800 numbers to handle those situations. Determines when third party/outsourcing is the most appropriate solutions.
  • Participate in determining how design and use of IVR can optimize revenue opportunities. Partners with call center operations manager and supervisors to ensure understanding and Service Level Management objectives and improvement plans including delivery of call center management training and presentations.
  • Perform any other duties as assigned.

Minimum Knowledge, Skills And Abilities Required

  • Minimum of 5 years of IVR/VRU experience in a call center, preferably in banking.
  • Strong technical knowledge, with at least 3 years’ experience working closely with IT department.
  • Strong customer service orientation.
  • Exceptional analytical skills.
  • Strong computer skills.
  • Strong interpersonal and communication skills.
  • Bachelor's Degree or equivalent experience required.
  • Banking operations experience in specified or comparable area preferred.
  • Strong customer service orientation.
  • Experience with Microsoft Office (Word, Excel, etc.) and Microsoft Outlook required.
  • Ability to persuasively communicate ideas to other managers, V.P. and S.V.P. levels.
  • Ability to meet deadlines and complete task with minimal supervision.
  • Excellent verbal and written communication skills.
  • Must be an expert in Call Center functions, processes and procedures and systems.
  • Strong staff development skills and leadership ability. Ability to lead a high performance customer focused team.
  • Initiative, a detail orientation, strong analytical skills, and decisive decision-making skills.
  • Detail orientation, strong analytical skills, and strong process orientation and analysis skills.
  • Ability to multi-task and be flexible.
  • Excellent organization and project management skills

What You’ll Get

SDS, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

  • Competitive base salary
  • Medical, dental, and vision insurance coverage
  • Optional life and disability insurance provided
  • 401(k) with a company match and optional profit sharing
  • Paid vacation time
  • Paid Bench time
  • Training allowance offering
  • You’ll be eligible to earn referral bonuses!

If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

What is the career path for a Manager, Telephony & Workforce Planning?

Sign up to receive alerts about other jobs on the Manager, Telephony & Workforce Planning career path by checking the boxes next to the positions that interest you.
Income Estimation: 
$101,074 - $145,513
Income Estimation: 
$155,094 - $219,530
Income Estimation: 
$142,209 - $179,056
Income Estimation: 
$177,932 - $225,503
Income Estimation: 
$161,406 - $211,884
Income Estimation: 
$188,022 - $236,092
Income Estimation: 
$205,940 - $255,928
Income Estimation: 
$199,907 - $266,531
Income Estimation: 
$195,700 - $270,403
Income Estimation: 
$95,951 - $128,520
Income Estimation: 
$136,551 - $185,658
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

Job openings at Strategic Data Systems

Strategic Data Systems
Hired Organization Address Union, KY Full Time
13th January, 2025 ML Engineer Level 3 For more than three decades, Strategic Data Systems (SDS) has been a software con...
Strategic Data Systems
Hired Organization Address Cincinnati, OH Full Time
For more than three decades, Strategic Data Systems (SDS) has been a software consultancy firm specializing in strategy,...
Strategic Data Systems
Hired Organization Address Dahlgren, VA Full Time
Help Desk Support Specialist Dahlgren Naval Surface Warfare Center, Dahlgren, VA 22448 $60K (Depending on experience) - ...
Strategic Data Systems
Hired Organization Address Port Hueneme, CA Full Time
Senior Web Developer Port Hueneme, CA 110K-150K (Depending on experience) On-Site Full-Time with Benefits Flexible Start...

Not the job you're looking for? Here are some other Manager, Telephony & Workforce Planning jobs in the Cincinnati, OH area that may be a better fit.

Workforce Planning Manager

BCforward, Cincinnati, OH

Workforce Management Analyst (Planning)

EssilorLuxottica Group, Mason, OH

AI Assistant is available now!

Feel free to start your new journey!