Workforce Manager

Guitar Center•Kansas City, MO

About The Position

The Workforce Manager oversees workforce planning and scheduling functions in the call center to support optimal staffing levels, service delivery, and sales results. The role analyzes customer contact patterns and outbound contact success trends, develops strategies to increase contact rates and sales success, and creates dashboards and reports that help leadership make informed decisions. The Workforce Manager leads adoption and execution of AI-based technology platforms to improve sales outcomes, customer experience, and efficiency, and supports the business beyond traditional contact center workforce management. Ideal candidates have omnichannel workforce management experience across voice, chat, SMS, email, and video, as well as experience with AI-based solutions. The role monitors real-time performance, develops staffing forecasts and models, provides insights to improve customer journeys, and translates workforce analytics into actionable strategies for Sales and Operations leaders. It also guides technology and process development, promotes AI-based contact center solutions, and helps ensure compliance with applicable consumer contact regulations.

Requirements

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 in WFM or Operations.
Advanced experience developing reporting analytics, such as Tableau.
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.

Nice To Haves

Experience with Snowflake and SQL.
Experience working in a Salesforce environment.
Workforce Management Certification, such as CWPP or CWPM.
Omnichannel WFM experience across voice, chat, SMS, email, and video, and experience with AI-based solutions.

Responsibilities

Monitor real-time call center performance metrics.
Leverage and teach automation capabilities within the WFM platform so leaders take a greater role in adherence accountability.
Design forecasts and models to optimize staffing levels and deliver strong customer experiences.
Build WFM operations that provide critical insights to improve the customer journey.
Initiate, deploy, and monitor AI Agent solutions to meet customer and business needs.
Monitor and adjust customer journeys to support frictionless experiences.
Use analytics from the telephony technology stack to recommend ways to increase sales, improve customer experience, and reduce costs.
Translate WFM principles and analytics into actionable behaviors for leaders.
Partner with Sales and Operations leaders to develop strategies that optimize productivity and conversion.
Develop and communicate leadership performance scorecards for key KPIs, including AHT, adherence, occupancy, service levels, and sales conversion.
Advise the VP of Contact Centers on labor planning, performance trends, and technology investments.
Build a forward-looking WFM operation that adds value to the business.
Maximize available technology and promote AI-based solutions; drive adoption of AI scheduling, call routing, and forecasting tools.
Partner with vendors and internal teams to evaluate emerging AI-driven contact optimization tools.
Provide thought leadership 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.

Benefits

Gig leave for employee musicians to take time off to share their music and return after touring.
Medical, dental, and vision benefits.
401(k) with company match.
Mental health support.
Paid sick, holiday, and vacation time.
Employee discount program.
Tuition reimbursement options.

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