AI-Powered Workforce Manager (Omni-Channel)

Music & Arts; Kansas City (MO); Híbrido; USD 85 000 - 110 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Gig leave

Medical, Dental, Vision

401K with company match

Employee discounts

Tuition reimbursement

Resumo da oferta

Guitar Center seeks a Workforce Manager to oversee call center planning, scheduling and analytics. You will design forecasts, lead AI-based solutions, and partner with Sales and Operations to improve service levels and sales conversion.

The role emphasizes real-time metrics, dashboards, and adoption of new tech to optimize the customer journey across channels. Ideal candidates have 3–5 years in WFM, experience with Snowflake, SQL, Tableau, Salesforce, and strong communication in a fast-paced

Qualificações

• Bachelor’s degree in business administration or 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.
• Experience with Snowflake and SQL highly preferred.
• Contact center leadership experience (WFM or Operations).
• Advanced experience in developing reporting analytics (e.g.: Tableau).
• Experience working in a Salesforce environment a plus.

Responsabilidades

• 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 to provide recommendations that increase sales, improve the customer experience and reduce costs.
• Translate workforce insights into strategies that optimize productivity and conversion.
• Develop and communicate performance scorecards for leadership to monitor KPIs (AHT, adherence, occupancy, service levels, sales conversion).
• Serve as a trusted advisor on labor planning, performance trends, and technology investments.

Conhecimentos

Analytical thinking

Communication

Time management

Interpersonal skills

Formação académica

Bachelor’s degree in business administration

Ferramentas

Snowflake

SQL

Tableau

Salesforce

Excel

Descrição da oferta de emprego

Guitar Center seeks a Workforce Manager to oversee call center planning, scheduling and analytics. You will design forecasts, lead AI-based solutions, and partner with Sales and Operations to improve service levels and sales conversion.

The role emphasizes real-time metrics, dashboards, and adoption of new tech to optimize the customer journey across channels. Ideal candidates have 3–5 years in WFM, experience with Snowflake, SQL, Tableau, Salesforce, and strong communication in a fast-paced