Farfetch

1 day ago

Workforce Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Own real-time omnichannel workforce management by ensuring staffing levels meet customer and business demand. Generate, validate, and publish Customer Excellence Schedules while optimizing labor efficiency through capacity analysis, SLA monitoring, and schedule adherence tracking. Manage real-time queues across sites, markets, and channels, and act as the operational bridge for telephony and CCaaS operations (Talkdesk), including user provisioning, queue routing adjustments, and incident troubleshooting.

Location: Lisbon

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Create and validate working schedules with global teams to ensure desired service levels.
•Optimize schedules and staffing levels using capacity analysis, contact volume forecasts, and real-time availability monitoring.
•Monitor, analyze, and drive schedule adherence and real-time SLA performance, updating the global team on performance drivers.
•Manage real-time queues and short-term workforce planning across multiple sites, markets, and channels.
•Administer CCaaS (Talkdesk) settings and perform real-time troubleshooting for telephony/platform disruptions, coordinating with local teams, IT support, and system vendors.

Pay and Benefits

Perks:Health InsuranceExtra DaysSabbatical ProgramLearning BudgetFlexible Benefits

Key Requirements

•Fluency in English.
•Hands-on experience with Contact Center as a Service (CCaaS) platforms, preferably Talkdesk.
•Basic understanding of call center telephony metrics, IVR logic, call flows, and operational incident response.
•Strong Microsoft Excel skills.
•Ability to manage and prioritize high volumes of information and respond quickly to operational incidents.

Experience:Contact centerWorkforce management

Skills:CommunicationAnalyticalProblem-solvingOrganizationPrioritization

Languages:English

Tech Stack:TalkdeskCCaaSMicrosoft ExcelIVRTelephony

Company Brief

Farfetch

Global online luxury fashion marketplace connecting consumers with boutiques and brands worldwide, offering curated designer clothing, accessories, and personalized shopping services through technology-driven retail solutions.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 2007

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Farfetch

1 day ago

Workforce Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: Lisbon

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Create and validate working schedules with global teams to ensure desired service levels.
•Optimize schedules and staffing levels using capacity analysis, contact volume forecasts, and real-time availability monitoring.
•Monitor, analyze, and drive schedule adherence and real-time SLA performance, updating the global team on performance drivers.
•Manage real-time queues and short-term workforce planning across multiple sites, markets, and channels.
•Administer CCaaS (Talkdesk) settings and perform real-time troubleshooting for telephony/platform disruptions, coordinating with local teams, IT support, and system vendors.

Pay and Benefits

Perks:Health InsuranceExtra DaysSabbatical ProgramLearning BudgetFlexible Benefits

Key Requirements

•Fluency in English.
•Hands-on experience with Contact Center as a Service (CCaaS) platforms, preferably Talkdesk.
•Basic understanding of call center telephony metrics, IVR logic, call flows, and operational incident response.
•Strong Microsoft Excel skills.
•Ability to manage and prioritize high volumes of information and respond quickly to operational incidents.

Experience:Contact centerWorkforce management

Skills:CommunicationAnalyticalProblem-solvingOrganizationPrioritization

Languages:English

Tech Stack:TalkdeskCCaaSMicrosoft ExcelIVRTelephony

Company Brief

Farfetch

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 2007

Website LinkedIn