AI-Driven WFM Leader: Omni-Channel & Insights

Guitar Center Stores, Inc.; Kansas City (MO); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Gig leave

Medical, Dental, Vision, 401K (company

Job summary

Guitar Center Stores, Inc. in Kansas City seeks a Workforce Manager to oversee workforce planning and scheduling across our call center, driving staffing levels, service delivery and sales results.

You will analyze customer contact patterns, develop forecasts, and lead adoption of AI-based platforms to improve outcomes. You will build dashboards for leadership and translate analytics into actionable insights for Sales and Operations, ensuring KPI targets like AHT, occupancy and conversion are

Qualifications

• Bachelor's degree in business administration or a related field.
• 3-5 years of experience in workforce management in a call center environment.
• Experience with enterprise level contact center telephony platforms and WFM solutions.
• Contact center leadership experience (WFM or Operations).
• Advanced experience in developing reporting analytics (Tableau).
• Experience in Salesforce environment a plus.
• Strong analytical and problem-solving skills.
• Excellent organizational and time management abilities.
• Proficiency in Microsoft Office Suite, particularly Excel.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment.
• Workforce Management Certification (CWPP, CWPM) is a plus.

Responsibilities

• Monitor real-time call center performance metrics.
• Leverage and teach automation capabilities within WFM Platform so leaders take a greater role in adherence accountability
• Design forecasts and models to optimize staffing levels that deliver great customer experiences
• Build WFM operations to provide critical insights to the business that drive meaningful improvements in the customer journey
• Initiate, deploy and monitor AI Agent solutions to meet customer and business needs
• Monitor and adjust customer journeys to ensure frictionless experiences.
• Leverage analytics available in the telephony technology stack to provide recommendations to the business that increase sales, improve the customer experience and reduce costs.
• Ability to translate WFM principles and analytics into actionable behaviors for leaders
• Partner with Sales and Operations leaders to translate workforce insights into strategies that optimize productivity and conversion.
• Develop and communicate performance scorecards for leadership to monitor key KPIs (AHT, adherence, occupancy, service levels, sales conversion).
• Serve as a trusted advisor to the VP of Contact Centers on labor planning, performance trends, and technology investments
• Build the future looking WFM operation that is a value add to the business
• Maximize the latest technology and embrace AI based solutions to as many problems as possible.
• Drive adoption of AI-based scheduling, call routing, and forecasting tools to improve efficiency and customer experience.
• Partner with vendors and internal teams to evaluate emerging AI-driven contact optimization tools.
• Thought leader on contact center technology and process best practices
• Ensure compliance with applicable state and federal consumer contact regulations
• Perform other duties and special projects as assigned.

Skills

Analytical thinking

Communication skills

Time management

Interpersonal skills

Adaptability

Workforce Management Certification

Education

Bachelor's degree in business administration or a related field

Tools

Tableau

Salesforce

Excel

Job description

Guitar Center Stores, Inc. in Kansas City seeks a Workforce Manager to oversee workforce planning and scheduling across our call center, driving staffing levels, service delivery and sales results.

You will analyze customer contact patterns, develop forecasts, and lead adoption of AI-based platforms to improve outcomes. You will build dashboards for leadership and translate analytics into actionable insights for Sales and Operations, ensuring KPI targets like AHT, occupancy and conversion are