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. 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. LISBON The FARFETCH office located within the Sítio co-working space network in Lisbon is designed to be a highly flexible and well-connected hub. This is centrally-located workspace close to major business areas, and a vibrant spot. TEAM 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. ROLE 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. WHAT YOU'LL DO Work with global teams to create and validate working schedules that will ensure desired service levels: Collaborate with the global workforce optimization team to make continuous improvements in performance and excellence results; Manage the right balance between workload and staffing from a short-term perspective; Optimize schedules through capacity analysis, considering the variables that affect contact volume forecasts; Optimize staffing levels, proactively monitoring availability and deficiencies; Monitor, analyze and drive schedule adherence; Responsible for monitoring real-time SLAs and update the global team on performance drivers: Manage and administer CCaaS platform settings (e.g., Talkdesk), including user provisioning, agent skill assignments, and ring group/queue routing adjustments; Perform real-time operational troubleshooting for telephony and platform disruptions (e.g., call drops, routing hiccups, login issues), acting as the operational bridge between local teams, IT support, and system vendors; Monitor telephony health and call flows during peak operational hours to proactively identify system bottlenecks impacting queue SLAs. WHO YOU ARE Fluent in English; Hands-on experience with Contact Center as a Service (CCaaS) platforms, preferably Talkdesk (user management, queue/routing administration, and operational troubleshooting); Basic understanding of call center telephony metrics, IVR logic, call flows, and operational incident response; Strong Microsoft Excel skills; Excellent communication skills; Ability to manage and prioritize large volumes of information and respond swiftly to operational incidents; Strong analytical and problem-solving skills; Highly organized; Flexibility in schedule; must be available to work possible evenings, weekends, and holidays when needed by global team (due to the nature of our global team). 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 EQUAL OPPORTUNITIES STATEMENT FARFETCH is committed to being an inclusive workplace where diversity in all its forms is celebrated. We make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law, physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other classification protected by applicable federal, state or local laws or ordinances. If you require special accommodation, please let us know. SCAM DISCLAIMER It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.