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. 

 

 

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.

 

 

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.

 

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. In our fast-growing environment, we are looking for brilliant people who think outside the box and share the passion for WFM and contact center technology in this exciting, cutting-edge industry.

 

 

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. Additionally, you will serve as a key point of contact for telephony and CCaaS operations (specifically Talkdesk), handling user management, queue adjustments, and real-time troubleshooting to minimize technical operational downtime.