Job Description

Workforce Management Analyst

The Workforce Management (WFM) Analyst is responsible for ensuring optimal staffing levels and operational efficiency within the organization. This role involves analyzing workforce data, scheduling employees, managing time off requests, and collaborating with various teams to enhance productivity and service levels. You will play a key role in assisting the business in executing strategic plans.

Responsibilities:

• Create and maintain efficient work schedules that align with predicted customer demands that take into consideration state licensing requirements.
• Collaborate with management to understand business trends and adjust schedules and offline time accordingly. Serve as a central hub for directing the allocation of personnel across multiple groups.
• Manage time off requests taking into consideration agent needs and customer experience.
• Partner with cross-functional teams to plan needed offline time for training and employee development.
• Use tools to observe agents' actual state compared to the scheduled state and, based on those observations, provide feedback on recommended actions to optimize productivity and the customer experience.
• Provide timely updates and recommendations to operations leadership regarding service level risks, performance variances, and productivity opportunities.
• Coordinate with team leaders to ensure adequate coverage for peak times.
• Advocate and drive the adoption of workforce programs.

Qualifications:

• 2+ years experience in workforce management, specifically within an omnichannel contact center environment
• Experience with WFM software or tools (Playvox and Salesforce preferred)
• Demonstrates a high degree of accountability and ownership
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team
• Understanding of customer service principles and metrics
• Excellent written communication skills

The expected salary range for this role is based on job-related knowledge, skills, and experience. This role is eligible for the Fanatics Betting and Gaming annual bonus program and an equity award. *Salary range is listed in USD; actual salary will vary based on location. *Salary Range: $58,900 - $112,500 per year (actual salary will be determined in part by a successful candidate's geographic location). In addition to base salary, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off, and other benefits like GymPass, Pet Insurance, Family Care Benefits, and more. We'll also give you $700 to set up your home office!

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