AI-Driven Workforce Manager: Call Center Analytics

Guitar Center Inc.; Raleigh (NC); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K with company match

Employee discount program

Tuition reimbursement

Job summary

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

You will develop dashboards and reports for leadership, lead adoption of AI-based solutions, and collaborate with Sales and Operations to translate workforce insights into productivity improvements. This role emphasizes cross-functional impact and measurable outcomes.

Qualifications

• Bachelor’s degree in business administration or a related field.
• 3–5 years of experience in workforce management, preferably in a call center.
• Experience with enterprise-level contact center telephony platforms and WFM solutions.
• Strong analytical and problem-solving skills.
• Proficiency with Microsoft Office, especially Excel.

Responsibilities

• Monitor real-time call center performance metrics.
• Design forecasts and models to optimize staffing levels for great customer experiences.
• Lead adoption of AI-based scheduling and forecasting tools.
• Develop performance scorecards for leadership to monitor KPIs.
• Collaborate with Sales and Operations to translate insights into actionable strategies.

Skills

Analytical thinking

Problem solving

Communication skills

Organizational skills

Time management

Education

Bachelor’s degree in business administration or related field

Tools

Tableau

Salesforce

Excel

Job description

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

You will develop dashboards and reports for leadership, lead adoption of AI-based solutions, and collaborate with Sales and Operations to translate workforce insights into productivity improvements. This role emphasizes cross-functional impact and measurable outcomes.