Workforce Support Specialist

Farfetch is a leading global marketplace for the luxury fashion industry. The Farfetch Marketplace connects customers in over 190 countries and territories with items from more than 50 countries and over 1,400 of the world’s best brands, boutiques, and department stores, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace.

OPERATIONS

We're passionate about operational excellence, acting with our customers and partners always in our heart. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfilment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world.

PORTO

Our office is near Porto, in the north of Portugal, and is located in a vibrant business hub. It offers a dynamic and welcoming environment where our employees can connect and network with a large community of tech professionals.

ROLE

Reporting to the Workforce Management Lead, you will be responsible for omnichannel management in real-time, ensuring that staffing levels meet the customer and business needs.

As a Workforce Support Specialist you will be responsible for optimizing operational resources throughout the day.
Generating, validating and publishing Customer Excellence Schedules while maximizing labor efficiency.

You will be expected to manage real time queues while managing short term planned workforce across multiple sites, markets and channels, engaging with operational leaders and support teams providing recommendations and guidance towards operational excellence.

WHAT YOU'LL DO:
• Work with global teams to create and validate working schedules that will ensure desired service levels.
• Collaborate with the global workforce optimization team to make continuous improvements in performance and excellence results.
• Manage the right balance between workload and staffing from a short-term perspective.
• Optimize schedules through capacity analysis, considering the variables that affect contact volume forecasts.
• Optimize staffing levels, proactively monitoring availability and deficiencies.
• Monitor, analyze and drive schedule adherence.
• Responsible for monitoring real-time SLAs and update the global team on performance drivers.

WHO YOU ARE :
• Fluent in English
• Strong Microsoft Excel skills
• Excellent communication skills
• Ability to manage and prioritize large volume of information
• Strong analytical and problem solving skills
• Highly organized
• Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed by global team (due to the nature of our global team)

REWARDS & BENEFITS:
• Health insurance for the whole family, flexible working environment and well-being support and tools
• Extra days off, sabbatical program and days for you to give back for the community
• Training opportunities and free access to Udemy
• Flexible benefits program

EQUAL OPPORTUNITIES STATEMENT:
• FARFETCH is committed to being an inclusive workplace where diversity in all its forms is celebrated. We make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law, physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other classification protected by applicable federal, state or local laws or ordinances. If you require special accommodation, please let us know.

SCAM DISCLAIMER:
• It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.

Workforce Management (WFM) is an integrated set of processes that are used to optimize the productivity, efficiency and consistency at an individual, departmental, and cross-functional level.
As a Support team we support the business side of Operations including Customer Service, Partner Service, Customer Operations and other business units within Farfetch. We are looking for brilliant people who think outside the box and share the passion WFM in this exciting cutting-edge industry.