Workforce Forecast Specialist
2 meses atrás
FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.
We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.
**OPERATIONS**
We're passionate about operational excellence, acting with our customers and partners always in our hearts. 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.
**PORTUGAL**
Our Portugal offices are located in four of the country's most vibrant cities - Guimarães, Lisbon, and Porto are known for their rich historical background and warm atmosphere. The teams working in Portugal cover all areas of FARFETCH, from Digital Production to Operations, People, and Technology. In our Guimarães and Porto offices, you can experience the latest fashion trends in our European Production sites, and in our Braga, Porto, and Lisbon offices, you can immerse yourself in the tech world
**THE TEAM**
Workforce Optimization (WFO) 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 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, Sao Paulo, Shanghai, and Hong Kong. In our fast-growing environment, we are looking for brilliant people who think outside the box and share the passion WFM in this exciting cutting-edge industry.
**THE ROLE**
Reporting to the Workforce Management Lead, you will be responsible for the global forecast process and for all forecast modeling in our WFM Software. Whilst the role will focus primarily on developing long and medium-term forecast plans across all operational teams, there is a requirement for the Forecast Specialist to support short-term forecasting and produce reports as required.
WHAT YOU'LL DO
- Perform trend analysis and performance diagnostics to support business decisions
- Monitor and understand global and local trends (volumes, shrinkage, seasonality)
- Identity, track, and examine the activity across all markets, studying historical data, creating recurring data classification processes to understand the intensity with which they will affect the business
- Accurately forecast incoming contact volume, AHT all other operational variables (such as outbound, shrinkage, service delivery, and attrition) to within an agreed tolerance level, ensuring that all events that may impact the operation are demonstrably anticipated and considered.
- Build forecasts scenarios from global and local perspectives, providing forecast assumptions
- Be responsible for the consistent forecast model review and updates if required
- Own all WFM Software setups regarding Forecast modules
- Provide statistical analysis and insights to support the business, report on weekly basis forecasting effectiveness.
WHO YOU ARE
- WFM experience in a multi-channel customer service environment preferred
- Experience with forecasting software’s - Calabrio Software preferred
- Strong R Script skills, Python knowledge is a plus
- Strong Microsoft Excel skills
- Ability to communicate complex data in a simple, actionable way
- Ability to manage a large volume of information
Before Applying
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