Manager Workforce Management - FARFETCH

Location
Portugal
Posted
01 Sep 2021
Closes
15 Nov 2021
Ref
e238cdb5-28e0-49b2-a8ee-c6491d5f8388
Function
Technology
Level
Manager
Hours
Full Time
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 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.

PORTUGAL

Our Portugal offices are located in four of the country's most vibrant cities - Braga, GuimarĂ£es, Lisbon and Porto, 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 GuimarĂ£es 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 ROLE

Reporting to the Head of Workforce Management you will lead a team of Workforce Strategic Planners who analyze and execute to improve our Service Excellence teams' operational performance. Ensuring every team has the right resources with the right skills at the right time to provide a world class service to our customers and partners.

WHAT YOU'LL DO

    • Manage a global team of Workforce Strategic Planners
    • Build an outstanding team through hiring, onboarding, mentoring and developing our Workforce Strategic Planners
    • Support the creation and management of the team's vision to take workforce management to an industry-leading level
    • Champion mid to short-term strategy for our Service Excellence teams by managing trade-offs between Customer Experience/Service Levels and Cost Effectiveness
    • Oversee all matters resource planning related, providing recommendations for improvements where applicable across the management teams
    • Support annual, quarterly and monthly budget processes in partnership with our ROI and Optimization team ensuring efficient use of our resources
    • Foster an environment of continuous improvement by always exploring ways to increase efficiencies and productivity by reducing waste


WHO YOU ARE

    • BSc in a quantitative discipline: Computer Science, Statistics, Applied Mathematics, Operations Research, Engineering or equivalent combination of education and experience
    • Experience managing teams (5+ years)
    • Experience in project management, process development and consulting skills
    • Knowledge of continuous improvement methodologies such as Kaizen and Lean Six Sigma
    • Experience with Excel (can perform complex functions), PowerPoint, SQL or similar relationship database structures or data visualization tools such as Tableau
    • Experience with ACD and WFO Tools (Talkdesk, Calabrio, IEX)
    • Fluent in English


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
    • FARFETCH Equity plan


EQUAL OPPORTUNITIES STATEMENT

    • FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.


As a Global Workforce Manager you will lead a team of Workforce Strategic Planners who analyze and execute to improve our Service Excellence teams' operational performance. Ensuring every team has the right resources with the right skills at the right time to provide a world class service to our customers and partners.${description2}

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