Workforce & Business Analytics Manager, Fanatics
Call Center
$86-107k
Sports merchandise retailer
Job no longer available
Sports merchandise retailer
1001+ employees
Job no longer available
$86-107k
1001+ employees
Company mission
Fanatics' mission is to ignite and amplify the passion of global fans across their digital sports journey, and maximize the presence and reach for hundreds of partners worldwide.
Role
Who you are
- 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
What the job involves
- 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
- Data Analysis & Reporting
- 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
- Workforce Management
- 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
- Process Improvement
- 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
Our take
Fanatics is a sports-based eCommerce company that offers teams and leagues a convenient online platform through which to sell licensed apparel and merchandise. As well as the Fanatics online store, it runs the online stores of dozens of teams and leagues including the MLB, NHL, NBA, and NASCAR. They've also signed a number of exclusive deals to become the sole vendors of officially licensed merch for top athletes across multiple leagues.
It operates using a Cloud Commerce sales system which tracks clicks and purchases on the site as well as sports and player news and updates to inform retail and marketing decisions in real time. The company was first established as Football Fanatics, a chain of bricks-and-mortar stores in malls across Florida. Since then, it has been bought out by GSI Commerce and expanded.
Looking ahead, while its commerce business remains its biggest source of revenue for now, Fanatics has expanded into livestreamed shopping around collectibles and trading cards, acquiring Tops and hiring Snap and Alphabet executive to launch this new business. It also has an NFT arm in Candy Digital, of which it’s the majority owner, as well as a fledgling betting and gaming division.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Dec 2022
$700m
GROWTH EQUITY VC
Apr 2022
$1.5bn
GROWTH EQUITY VC
Total funding: $4.8bn
Company benefits
- At Fanatics we place our focus on results and empowerment and encourage you to enjoy your time on and OFF the field with our competitive time off policies
- Fanatics values our internal fans too! Our programs are designed to thank and reward Fanatics athletes for their hard work and commitment to winning as a team
- From breakfast to happy hour and every hour in between – Fanatics employees can enjoy time together at one of our many company events.
- As an employee you will receive a special discount on all of your favorite sports merchandise and memorabilia
- Fanatics cares about the fans around us. We encourage you to partner up with your teammates in giving back and serving the communities where we work and play
- You never know who will show up to the office. You might just meet one of your all-time favorite athletes
- Here at Fanatics we want you to accomplish your goals. We offer tuition reimbursement
- Fanatics cares about helping and supporting our teams in their busy lifestyles. Through wellness relationships with fitness and weight management partners we are here to support you in whatever your lifestyle goals
Company HQ
West Village, New York, NY
Leadership
Michael Rubin
(CEO)Michael founded GSI Commerce in 1998, before co-owning New Jersey Devils and Philadelphia 76ers since 2011. They also founded Fanatics in 2011 alongside roles at ShopRunner, Rue La La, Reform Alliance and Kynetic.
Doug Mack
(Vice Chairman and Board Director, not founder)Previously served as CEO for One Kings Lane. Co-founded and acted as CEO and Director of Scene7.
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