Workforce Planning & Controlling

Porto, PT
16 Jan 2021
29 Jan 2021
The Team

Workforce Optimization (WFO) is an integrated set of processes that are used to optimizethe 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, Delivery and other business units within Farfetch.

We are a global team working 24/7 across all regions including Porto, Lisbon, London, LosAngeles, Tokyo, Moscow, Sao Paulo, Shanghai, and Hong Kong.In our fast-growing environment, we are looking for brilliant people who think outside thebox and share the passion for Optimization in this exciting cutting edge industry.

The Role

Reporting to the WFO Budget and Costs Lead you will be responsible for building,modelling and maintaining operational budgets. You will also be responsible for buildingand designing pricing models for new brand partners. The Workforce Planning & Controlling will also be responsible for the first strategic planning during new partnersonboarding phase. As a Workforce Planning & Controlling, you will also be the focal point of ROI Mindsetefforts, helping design, develop and maintain that framework and apply them to all WFOand Customer Excellence teams as well as to our Project Management endeavors.

What you'll do

  • Develop and maintain the operational budget
  • Review managers' budget proposals for completeness, accuracy, and compliance
  • Measure project impacts on budget and respective ROI and provide required analysis
  • Combine all Customer Excellence budgets together into a consolidated organizational budget
  • Build pricing scenarios and analysis for new brand partnerships
  • Develop pricing and planning model to support internal commercial and operational teams
  • Build forecasts scenarios from global and local perspective to support new brand partnerships
  • Monitor forecast accuracy and work with Workforce team to define strategies to improve accuracy and planning
  • Responsible for monitor and understand brand partner trends in order to improve pricing models
  • Work close with global management to create effective solutions to improve customer experience and customer service efficiency and quality
  • Work closely with global workforce team to improve WFM solutions according to the business needs and deliver continuous improvements to the service levels

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