Workforce Manager

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

The Workforce Manager is responsible for overseeing the workforce planning and scheduling functions in our call center to ensure optimal staffing levels, service delivery and sales results. This role involves analyzing customer contact patterns, outbound contact success trends and developing strategies to increase contact rates that lead to sales success. Developing efficient dashboards and reports for leadership to make informed decisions is critical to the role. The Workforce manager will lead adoption and execution of new AI based technology platforms to improve sales outcomes, customer experience and improved efficiency. This role will welcome opportunities to engage and support the business well beyond that of the traditional contact center workforce manager. Ideal candidates will have omni channel WFM experience (Voice/Chat/SMS/Email/Video) as well as experience with AI based solutions.

KEY RESPONSIBILITIES

Workforce Management

• 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

Customer Journeys

• 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.

Business Insights

• 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

Technology, Architecture and Operations

• 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

Additional Responsibilities

• Perform other duties and special projects as assigned.

Qualifications:

• Bachelor’s degree in business administration or a related field.
• Minimum of 3-5 years of experience in workforce management, preferably 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 (e.g.: Tableau)
• Experience working in a 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 (e.g., CWPP, CWPM) is a plus.

Why Guitar Center? Here's just some of the rewards:

For our employees who are musicians we offer the unique opportunity of gig leave--take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by calling 1‐818-735-8800 ext. 2862 or by sending an email to [e-mail].