Workforce Support Specialist

3 semanas atrás

Porto, Portugal FARFETCH Tempo inteiro

**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, and ensure order fulfillment 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.

**WORKFORCE MANAGEMENT**

Workforce Management (WFM) is an integrated set of processes that are used to optimize productivity, efficiency, and consistency at an individual, departmental, and cross-functional level. As a Support & Solutions team, we support the business side of Operations including Customer Service, Partner Service, Customer Operations, and other business units within Farfetch. We are a global team working 24/7 across all regions including Porto, Lisbon, London, Los Angeles, Tokyo, Moscow, São Paulo, Shanghai, and Hong Kong.

**THE ROLE**

Reporting to the Workforce Management Support & Solutions Lead, you will be responsible for omnichannel management in real-time, ensuring that staffing levels meet the customer and business needs, as well as optimizing operational resources throughout the day. 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, optimizing schedules through capacity analysis, considering the variables that affect contact volume forecasts
- Optimize staffing levels, proactively monitor availability and deficiencies, analyze and drive schedule adherence
- Monitor real-time SLAs and update the global team on performance drivers
- Create easy-to-read reports with data from multiple sources for operations

WHO YOU ARE
- 3 years of experience working in Workforce Management in a multi-channel service and fast-paced environment
- Strong analytical and problem-solving skills, and keen to continuously learn and discover better ways to work with our tools
- Ability to manage and prioritize large volumes of information by working with Microsoft Excel/Google Sheets skills
- Flexibility in schedule; must be available to work possible evenings, weekends, and holidays when needed (due to the nature of our global team)
- Fluent in English

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