Ops Strategy Analyst – Workforce Management

Overview

The Ops Strategy Analyst, Workforce Management (WFM) is responsible for driving optimal staffing, real-time performance, and workforce execution in a fast-paced operating environment. This role blends hands-on workforce management with analytical insights to inform operational strategy.

Partnering closely with Operations leadership and cross-functional teams, you will translate workforce data into actionable recommendations and decisions that balance service levels, agent experience, regulatory requirements, and business priorities. You will play a critical role in day-to-day intraday management while also shaping scalable WFM processes and execution strategies.

Workforce Execution, Scheduling & Capacity Management

• 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.
  
   

Intraday Management & Real-Time Performance

• 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.
  
   

Cross-Functional Collaboration & Workforce Programs

• 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.
  
   

Insights, Communication & Leadership Support

• 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.
  
   

Required Qualifications

• 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 Qualifications

• 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.

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering 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 approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. 

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.