Fanatics · 6 hours ago
Ops Strategy Analyst – Workforce Management (WFM)
1331 17th St, Denver, CO, 80202, US
Full-time
Onsite
Mid Level
$80K/yr - $95K/yr
3+ years expFanatics is building a leading global digital sports platform, and they are seeking an Ops Strategy Analyst for Workforce Management (WFM). This role involves driving optimal staffing and workforce execution while partnering with Operations leadership to translate workforce data into actionable recommendations.
eSportsManufacturingRetailSporting GoodsSports
Responsibilities
Create, maintain, and continuously optimize workforce schedules aligned to forecasted demand, service-level targets, and state licensing or regulatory requirements across multiple lines of business
Serve as a central coordination and decision point for workforce allocation, directing resources across teams to balance productivity, agent needs, and customer experience
Partner with Operations leadership to understand business trends, seasonality, and performance drivers, adjusting staffing models, schedules, and offline time as needed
Own the accurate recording and governance of offline time and planned time off within the WFM system
Monitor real-time agent activity using workforce management tools (Playvox and Salesforce) to assess adherence, productivity, and service-level risk
Identify and proactively address gaps between scheduled and actual performance, recommending and executing real-time adjustments such as schedule changes, reallocation of resources, and offline time management
Balance short-term service-level protection with agent well-being when reviewing and approving time-off requests
Communicate intraday risks, trade-offs, and mitigation plans clearly to Operations partners
Partner with Operations, Training, HR, Product, and Technology teams to plan and schedule training, coaching, and development time without compromising service levels
Advocate for and support the adoption of workforce programs, tools, and process improvements that enhance scheduling accuracy, adherence, and execution discipline
Collaborate with Product and Technology partners to improve tooling, automation, and reporting that support intraday decision-making and workforce execution
Lead the documentation, standardization, and continuous improvement of WFM processes, playbooks, and operating procedures to ensure consistency and scalability
Develop and maintain reporting and insights across key WFM metrics, including service levels, adherence, occupancy, concurrency, and shrinkage
Translate workforce data into clear, concise narratives that support operational decision-making and trade-off discussions
Provide scenario-based recommendations to leadership, evaluating the impact of staffing decisions on cost, customer experience, and agent experience
Act as a trusted advisor to Operations leadership on workforce execution strategies and real-time performance risks
Qualification
Required
3–5 years of experience in workforce management, operations analytics, or strategic operations within an execution-heavy, fast-moving environment
Strong written and verbal communication skills, with the ability to clearly convey risks, trade-offs, and recommendations to stakeholders at multiple levels
Proven ability to partner cross-functionally and influence outcomes without direct authority
Demonstrated ability to quickly learn new systems, tools, and processes with minimal direction
Advanced analytical skills (Google Workspace required; SQL and BI tools a plus)
Preferred
Hands-on experience with workforce scheduling, intraday management, and capacity optimization in high-volume or regulated environments
Strong understanding of workforce metrics and contact center performance indicators (e.g., service level, occupancy, adherence, shrinkage)
Experience supporting real-time operational decision-making in dynamic, rapidly changing conditions
Company
Fanatics
Fanatics is a global sports platform reimagining the fan experience across gear, trading cards, sports betting, content, events, and more. It is a sub-organization of Kynetic.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$4.9BKey Investors
Clearlake Capital GroupNational Football LeagueAlameda Research
2022-12-06Private Equity· $700M
2022-03-02Private Equity· $1.5B
2022-01-01Series Unknown· $10M
Leadership Team
J
Joseph Bozich
Advisor to Chief Executive Officer
Michael Mahan
CEO
Recent News
Sports Business Journal
2026-02-08
2026-02-07
Sports Business Journal
2026-02-07
Company data provided by crunchbase