Workforce Support Specialist
FARFETCH
full-time
Posted on:
Location Type: Hybrid
Location: Porto • Portugal
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About the role
- 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.
Requirements
- Fluent in English
- Strong Microsoft Excel skills
- Excellent communication skills
- Ability to manage and prioritize large volume of information
- 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)
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
capacity analysisschedule optimizationschedule adherenceperformance analysis
Soft skills
communicationanalytical skillsproblem solvingorganizational skillsflexibilityprioritization