Workforce & Business Analytics Manager

Company Overview

Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans, a global partner network with over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores. 

As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.

The Workforce & Business Analytics Manager will play a crucial role in optimizing our customer service operations across North America (remote) and Europe (UK based team) through data-driven insights and workforce management strategies. This individual will lead the charge in leveraging analytics to enhance customer satisfaction, operational efficiency, and employee productivity within the customer service department. Key Responsibilities will include:

• Utilize advanced analytics tools to analyze customer service data and identify trends, patterns, and areas for improvement.
• Prepare and present regular reports to the leadership team, providing actionable insights for decision-making.
• Analyze call arrival patterns and make data-driven choices to enhance team schedules and improve service levels.

• Develop and implement workforce planning strategies to ensure optimal staffing levels aligned with customer service demands.
• Create and maintain forecasting models to predict call volumes, email inquiries, and other customer interactions.
• Overseeing all aspects of phone technology management, and delivery mechanisms for phone, chat, and email channels.

• Collaborate with cross-functional teams to identify opportunities for process improvement and efficiency gains.
• Drive initiatives to streamline workflows, reduce response times, and enhance overall customer service operations.
• Present key findings and recommendations to senior leadership on a weekly and monthly basis.

• Bachelor's degree in Business, Analytics, or related field.
• Proven experience in workforce management and business analytics, preferably within a customer service environment. Understanding contact center operations is a big plus.
• Proficient in using analytics tools such as Tableau, Power BI, or similar platforms.
• Advanced knowledge of MS Excel.
• Basic knowledge of writing SQL queries.
• Ability to present complex data and trends in an easy-to-understand format.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Excellent communication and presentation abilities.
• Ability to work collaboratively in a fast-paced, team-oriented environment.
• Familiarity with the collectibles industry is a plus.

Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.  Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address.  For added security, where possible, apply through our company website at www.fanaticsinc.com/careers

Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.

Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices.

NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS: In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.  We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA