Workforce Schedule Planner


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Job Details

Job title

Workforce Schedule Planner, Farfetch


Los Angeles, United States


Executive / Coordinator


Information Technology



Full-time, Salary Unspecified

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Job Description

The Team

Workforce Optimization (WFO) 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 team we support the business side of Operations including Customer Service (CS), Partner Service, Delivery and other business units within Farfetch.We are a global team working 24/7 across all regions including Porto, Lisbon, London, Los Angeles, Tokyo, Moscow, Sao Paulo, Dubai, Shanghai, and Hong Kong.In our fast growing environment we are looking for brilliant people who think outside the box and share a passion for Workforce Management in this exciting, cutting edge industry.

The Role

Reporting to the Workforce Specialist, you will be responsible for the generation, validation and publication of Customer Service rosters. The Workforce Schedule Planner will manage all requests/exceptions, optimize short term planned workforce and follow our customer service standards while maximizing labor efficiency.You will work closely with the Global WFO team to manage schedule adherence and resource planning. You will provide recommendations to CS leadership on how to best approach operational challenges, provide data and ad-hoc reports to various levels of management, and serve as subject matter expert for WFM/WFO related topics.

What you'll do

Manage the right balance between workload and staffing from a short-term perspective

Work with global teams to create and validate working schedules that will ensure desired service levels    

Optimize schedules through over/under analysis, taking into account the variables that affect call volume forecasts   

Optimize staffing levels, proactively monitoring availability and deficiencies   

Monitor and analyze schedule adherence and productivity  

Monitor and report shrinkage trends

The Ideal Candidate

Who you are

  • WFM experience is required, preferably in a multi-channel environment
  • Experience with WFM and scheduling software
  • Strong Microsoft Excel skills
  • Excellent interpersonal and communication skills
  • Ability to manage large volumes of information and tell stories with data
  • Strong analytical and problem solving skills
  • Highly organized with the ability to manage sometimes competing priorities
  • Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed by global team
  • Ambitious, consistent, and comfortable with diversity and adversity
  • SQL, VBA, Monet, Talkdesk, Salesforce- nice to have but not essential 

About Us

Farfetch is the leading global technology platform for the luxury fashion industry. Founded in 2007 by José Neves for the love of fashion, and launched in 2008, Farfetch began as an e-commerce marketplace for luxury boutiques around the world. Today the Farfetch marketplace connects customers in 190 countries with items from more than 48 countries and over 1,000 of the world's best boutiques and brands, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a single platform. Through its business units, which also include Store of The Future, Farfetch Black & White Solutions, Browns, and Stadium Goods, Farfetch continues to invest in innovation and develop key technologies, business solutions, and services for the luxury fashion industry.