Job Description, Responsibilities & Requirements
About the Position
Workforce Support Specialist
PT Lisboa, Portugal
Farfetch - Operations – WFM and Service Design
Hybrid
About the Company
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.
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 a centrally-located workspace close to major business areas, and a vibrant spot.
Responsibilities
As a Workforce Support Specialist, you will be responsible for:
- Omnichannel Management: Ensuring that staffing levels meet the customer and business needs.
- Schedule Optimization: Generating, validating, and publishing Customer Excellence Schedules while maximizing labor efficiency.
- Real-time Queue Management: Managing real-time queues and short-term planned workforce across multiple sites, markets, and channels.
- Telephony and CCaaS Operations: Serving 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.
- Performance Monitoring: Monitoring, analyzing, and driving schedule adherence; monitoring real-time SLAs and updating the global team on performance drivers.
- Capacity Analysis: Optimizing schedules through capacity analysis, considering the variables that affect contact volume forecasts.
- Staffing Optimization: Optimizing staffing levels, proactively monitoring availability and deficiencies.
- Operational Troubleshooting: Performing 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.
- Telephony Health Monitoring: Monitoring telephony health and call flows during peak operational hours to proactively identify system bottlenecks impacting queue SLAs.
Requirements
- Fluent in English
- Experience: Hands-on experience with Contact Center as a Service (CCaaS) platforms, preferably Talkdesk (user management, queue/routing administration, and operational troubleshooting).
- Skills:
- 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).
We Offer
- 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.