Workforce Support Specialist
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Job Location:
Monthly Salary:
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
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 1400 of the worlds 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
Were 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 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 YOULL 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
Key Skills
- Children Activity
- Access Control
- Human Resources Administration
- Government
- Actuary
- Hydraulics
About Company
From the world’s best designer fashion to emerging brands, open doors to 100.000+ styles on FARFETCH. ✈ Get express delivery & free returns.
