Workforce Support Specialist
Há 7 dias
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 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, and present them in daily and weekly meetings. WHO YOU ARE 2 years of experience in Customer Service; Knowledge of Farfetch's business; 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; Highly organized; Fluent in English; Available to work from Monday to Friday, 8am-5pm (flexibility needed to change shifts); Must be available to work weekends and holidays when needed (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. Before ApplyingThrough your application, we want to understand the skills and experiences you have that make you the perfect fit for this role and for FARFETCH. We’re passionate about creating the conditions for Farfetchers to grow and develop but we’re also looking for people who can hit the ground running, so make sure to apply for a position where you feel you can thrive.
Share:FARFETCH has been made aware of SCAM activities in the market where people with potential deceitful intentions impersonate the FARFETCH HR Team. Please note that we do not ask for personal information on the phone and we don't make job offers prior to a proper interview process. Also, we DO NOT request for any monetary payments from you at any point of the recruitment process. Every application should be made via our applicants tracking system through our careers website. If you receive a call to schedule an interview with FARFETCH you should ask for a formal calendar invite coming from a email account. If you sense you are being scammed, please contact your local authorities.
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