AI-Driven Workforce & Analytics Lead

Guitar Center Inc.; Kansas City (MO); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Gig leave

Medical

Dental

Vision

401K + company match

Mental health support

Paid sick/holiday/vacation time

Employee discount program

Tuition reimbursement

Job summary

Guitar Center Inc. is seeking a Workforce Manager to oversee workforce planning and scheduling in our call center, ensuring optimal staffing, service delivery, and sales outcomes.

You will develop dashboards, analyze patterns, and lead AI-based platform adoption to boost efficiency and customer experience. The role requires omni-channel WFM experience and strong analytics; you will partner with Sales, Operations and leadership to translate insights into action and drive performance across

Qualifications

• Bachelor’s degree in business administration or related field.
• Experience with enterprise level contact center telephony platforms and WFM solutions.
• Contact center leadership experience (WFM or Operations).
• Advanced reporting analytics experience (e.g., Tableau).
• Experience working in Salesforce environment a plus.

Responsibilities

• Monitor real-time call center performance metrics.
• Leverage and teach automation capabilities within WFM Platform to improve adherence accountability.
• Design forecasts and models to optimize staffing and customer experiences.
• Build WFM operations to provide insights that drive 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 telephony analytics to recommend actions that increase sales, improve experience and reduce costs.
• Translate WFM analytics into actionable leadership behaviors; partner with Sales and Operations.
• Develop and communicate scorecards for KPIs (AHT, adherence, occupancy, service levels, sales conversion).
• Serve as trusted advisor to VP of Contact Centers on labor planning, trends, and tech investments.
• Build future-looking WFM operations; embrace AI-based solutions and scheduling tools.
• Partner with vendors to evaluate AI-driven contact optimization tools.
• Be a thought leader on contact center technology and best practices.
• Ensure compliance with state and federal contact regulations.
• Perform other duties and projects as assigned.

Skills

Analytical skills

Problem solving

Organizational skills

Communication skills

Interpersonal skills

WFM/CS platform experience

AI adoption in contact center

Time management

Leadership & advisory capabilities

Education

Bachelor’s degree in business administration

Tools

Tableau

Salesforce

Excel

Microsoft Office Suite

Job description

Guitar Center Inc. is seeking a Workforce Manager to oversee workforce planning and scheduling in our call center, ensuring optimal staffing, service delivery, and sales outcomes.

You will develop dashboards, analyze patterns, and lead AI-based platform adoption to boost efficiency and customer experience. The role requires omni-channel WFM experience and strong analytics; you will partner with Sales, Operations and leadership to translate insights into action and drive performance across