Anlst Workforce Mgmt

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 :

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.