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Sr, Manager Workforce Management

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Remote - New York

Company Overview
Fanatics is the ultimate one-stop sports fan destination that ignites and harnesses the passion of fans and maximizes the presence and reach for preeminent sports partners globally. Leveraging long-standing, often exclusive relationships with more than 900 sports properties, a database of more than 90 million consumers worldwide and a trusted brand name, Fanatics is furthering its innovation across the sports landscape by building the leading global digital sports platform, complete with offerings including e-commerce and licensed merchandise, physical and digital trading cards and collectibles, and online sports betting and iGaming.
The Fanatics family of companies currently includes Fanatics Commerce, a vertically-integrated licensed merchandise business that has changed the way fans purchase their favorite team apparel, jerseys, headwear and hardgoods through a tech-infused approach to making and quickly distributing fan gear in today’s 24/7 mobile-first economy; Fanatics Collectibles, a transformative company that is building a new model for the hobby and giving collectors an end-to-end physical and digital collectibles experience; and Fanatics Betting & Gaming, a mobile betting, gaming and retail sportsbook platform.
As a market leader with more than 10,000 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.
At Fanatics, we’re a diverse, passionate group of employees aiming to ignite pride and passion in the fans we outfit, celebrate and support.  We recognize that diversity helps drive and foster innovation, and through our IDEA program (inclusion, diversity, equality and advocacy) at Fanatics we provide employees with tools and resources to feel connected and engaged in who they are and what they do to support the ultimate fan experience.   

The base salary range for this role is $124,000 per year - $203,000 per year, depending on job-related knowledge, skills, and experience.  This role is eligible for the Fanatics Betting and Gaming annual bonus program and an equity award.  

In addition to the base, 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, Free Shipt deliveries, and more. We’ll also give you $500 to set up your home office!

For information about our benefits, please visit

As the Senior Manager of Workforce Management for Fanatics Betting & Gaming you are responsible for creating and executing our workforce management strategy. You will not only be managing the day to day “air traffic control” but also building and planning for our future needs and growth from a tactical and strategic point of view. Our customer experience should be real time whenever possible and seamless for our members that need us. This includes forecasting demand and resource needs, deploying those resources across all channels, products and geographies to ensure we are best leveraging our resources to provide conv and efficient service levels.   You will build and lead a team onshore & offshore to drive effective capacity management and deployment of the 150+ resources (growing over the next three years) providing the most personalized and high touch service and support. This role is responsible for performing all senior level workforce activities to support our operations across multiple locations and predictably deliver targeted service results, both through successfully executing the pre-defined strategy and through monitoring intraday performance and mitigating real-time risks to service results. This individual must be
highly skilled at building WFM models and forecasts for non-standard service centers (with high handle times, inbound and outbound interactions, non-full days in queue, mixed channels of communication, etc.) and comfortable running nuanced scenarios
with fast turnaround times. The position is also responsible for providing proactive reporting data as needed on a daily, weekly and monthly basis that is reliable and accurate. We leverage an omni-channel approach, always keeping our customers in mind as we work to meet and serve them where and how they desire. The workload is very detail oriented and requires the ability to find creative solutions to complex

  • Develops WFM models and forecasts, and recommends daily and weekly WFM strategies to predictably deliver targeted results 
  • Models will also inform capacity planning and hiring needs 
  • Drives consistent best practices for scheduling, adherence, and real-time management that aligns with our culture and employee experience.
  • Deploys resources to optimally support anticipated workloads for all business products and services and meet business objectives; minimizes the general over- and under-serving accounts, and minimizes fire-drills to recover service levels 
  • Proactively identifies and communicates points of exposure and recommends solutions to improve coverage for immediate, mid- and long-term planning 
  • Defines tolerable margins of error and delivers accurate and precise forecasts accordingly conducts post-mortem analyses and communicates explanations of operating results against targets 
  • Drives reporting to identify trends in engagement, performance, shrinkage, occupancy, etc. to manage resource allocation and maintain appropriate staffing levels across sites and accounts 
  • Integrates the Business Transformation Roadmap(s) into capacity planning and workforce management forecasting and recommends updates to Roadmap(s) as appropriate to maintain service levels. Works collaborative and cross functionally with members of the Product, CX and Technology Infrastructure teams on Roadmap development and prioritization 
  • In collaboration with Product, Telephony and Reporting, provides timely feedback on the functionality and integrity of platforms, data and our systems’ uptime 
  • Leads the forecasting process for expansion and growth and add-on services for existing customers, and collaborates with other business functions required to successfully execute services as planned, including People & Culture, Finance, and CX Operations Leaders 
  • Prepares communications to explain business needs and bring staff along on understanding our staffing strategy, whether schedules are able to align with their preferences, all in a way that builds buy-in as much as possible

  • Qualifications and Skills
  • Bachelor’s degree or equivalent 
  • 7+ years’ experience working in a service center environment; 5-7 years experience in the WFM field, including forecasting, scheduling, reporting, and real- time management (RTA) 
  • Current knowledge of service center best practices, centers of excellence, and up to date KPIs 
  • The ability to take the lead in managing a multi-vendor, multiple-location agent workforce of +/-500FTEs 
  • Expertise with WFM metrics and service levers, including ASA, AHT, agent performance, intra-day scheduling 
  • Robust experience with CRM systems, chat, email, Telephony/ WFM systems and tools, such as GeneSys, and/or accompanying or stand-alone platforms for intra-day management, forecasting, reporting, etc. 
  • Familiarity with disaster recovery processes & the ability to help create proper documentation for the same 
  • A high level of competency to draw conclusions from raw data & make corrections based on the numbers 
  • Ability and desire to learn new systems, and proficiency in implementation of new/unfamiliar software tools 
  • A data-driven, proactive mindset toward transformational process improvement 
  • An entrepreneurial spirit and are excited by the challenges that come along with building a disruptive and dynamic business 
  • Exceptional communication skills both written and verbal. Ability to articulate business performance, key strategies, and regular updates into Microsoft applications (Word, Excel, and Outlook) that tell a powerful story. 
  • Rigorous attention to detail and highly organized, but able to operate with ease at all levels (from strategy to execution). 
  • Deep empathy for customer experience – always analyzing and assessing from the customers’ viewpoint. 
  • Authentic people leader who invests in nurturing potential, as well as proven talent. Conscious and supportive of diversity & inclusion, and the value they bring to customers, business, and the team. 
  • Collaborative, while firm on goals and driving the extended team toward actions (and deadlines) to achieve them. 
  • Strong analytical skills looking broadly across the organization, with the ability to summarize large amounts of data from various inputs. 
  • Strategic thinker with proven ability to operationalize the strategy. Strong problem-solving skills 
  • Clear and optimistic vision for what can be. Proven ability to execute with urgency and pragmatism in the current environment. 
  • High curiosity – proactively seeking to learn more and ‘connect the dots’ for better solutions. Affinity toward technology as a customer experience enabler.
  • Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team building activities.

  • 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 (this includes  For added security, where possible, apply through our company website at

    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

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