Workforce Support & Solutions Specialist - FARFETCH

PT Porto
25 Aug 2022
01 Nov 2022
Part 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 of 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.


We're passionate about operational excellence, acting with our customers and partners always in our hearts. Covering the entire order journey, we create our online content, secure payments, and fraud process compliance, and ensure order fulfillment 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 Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cozy environment. You can have an informal meeting in the treehouse or play the piano during your lunch break!


Reporting to the Workforce Management Support & Solutions Lead, you will be responsible for developing, facilitating, and leading Continuous Improvement initiatives and offering Internal Consulting expertise to the Customer Support tools. You will foster cross-team collaboration, manage stakeholders and be a point of contact with external providers.

As a Workforce Support & Solutions Specialist, you will be responsible for ensuring that staffing levels meet the customer and business needs, as well as 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 a short-term planned workforce across multiple sites, markets, and channels, engaging with operational leaders and support teams, and providing recommendations and guidance towards operational excellence.

What you'll do

    • Working with AGILE methodology in a multidisciplinary team, you will act as the point of contact between internal stakeholders and external providers
    • Identify and analyze possible improvements within our company;
    • Support/Lead and facilitate innovative opportunities on our tools
    • Comfortably read, create and extract high level reports
    • Troubleshoot and report to providers issues that occur in some tools our agents use
    • Work with global teams to create and validate working schedules that will ensure desired service levels;
    • 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;
    • Responsible for monitoring real-time SLAs and updating the global team on performance drivers.

Who you are

    • 3 years of experience working in a fast-paced and ambiguous project development environment
    • Knowledgeable of Agile and/or Lean Methodology, experienced working with Jira and Confluence
    • Experienced in problem-solving, and keen to continuously learn and discover better ways to work with our tools"
    • Knowledgeable of Workforce Management Processes in a multi-channel service environment.
    • Ability to manage and prioritize large volume of information experienced working with Microsoft Excel/Google Sheets skills. You have an analytical mindset
    • Flexibility in schedule; must be available to work possible evenings, weekends, and holidays when needed by the team (due to the nature of our global team)


    • Health insurance for the whole family, flexible working environment and well-being support and tools
    • Extra days off, a sabbatical program, and days for you to give back to the community
    • Training opportunities and free access to Udemy
    • Flexible benefits program
    • FARFETCH Equity plan

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