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: 7 hours agoStatus: Live

Job Summary

Own real-time omnichannel workforce management to ensure staffing meets customer and business needs. Generate, validate, and publish Customer Excellence Schedules, balancing workload and short-term staffing across sites, markets, and channels. Monitor schedule adherence and real-time SLAs, and act as the operational bridge for telephony and CCaaS (Talkdesk) issues, including user provisioning, queue/routing adjustments, and troubleshooting to minimize downtime.

Location: Porto

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Create and validate working schedules with global teams to meet desired service levels.
•Optimize schedules via capacity analysis and contact volume forecast variables, and manage workload vs. staffing from a short-term perspective.
•Monitor and drive schedule adherence and real-time SLA performance, updating the global team on key performance drivers.
•Manage and administer CCaaS platform settings (Talkdesk), including user provisioning, agent skill assignments, and ring group/queue routing adjustments.
•Troubleshoot telephony and platform disruptions in real time and monitor call flows during peak hours to identify bottlenecks impacting queue SLAs.

Pay and Benefits

Perks:Health InsuranceExtra DaysSabbatical ProgramUdemy Access

Key Requirements

•Fluent in English.
•Hands-on experience with Contact Center as a Service (CCaaS) platforms, preferably Talkdesk (user management, queue/routing administration, troubleshooting).
•Basic understanding of call center telephony metrics, IVR logic, call flows, and operational incident response.
•Strong Microsoft Excel skills.
•Ability to manage and prioritize large volumes of information and respond swiftly to operational incidents, including flexibility for evenings/weekends/holidays when needed.

Skills:CommunicationAnalytical problem-solvingOrganizationPrioritizationResponsiveness

Languages:English

Tech Stack:Contact Center as a Service (CCaaS)TalkdeskTelephonyIVRMicrosoft ExcelSLAsQueue routingRing groupsCall flows

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

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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: 7 hours agoStatus: Live

Job Summary

Location: Porto

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Create and validate working schedules with global teams to meet desired service levels.
•Optimize schedules via capacity analysis and contact volume forecast variables, and manage workload vs. staffing from a short-term perspective.
•Monitor and drive schedule adherence and real-time SLA performance, updating the global team on key performance drivers.
•Manage and administer CCaaS platform settings (Talkdesk), including user provisioning, agent skill assignments, and ring group/queue routing adjustments.
•Troubleshoot telephony and platform disruptions in real time and monitor call flows during peak hours to identify bottlenecks impacting queue SLAs.

Pay and Benefits

Perks:Health InsuranceExtra DaysSabbatical ProgramUdemy Access

Key Requirements

•Fluent in English.
•Hands-on experience with Contact Center as a Service (CCaaS) platforms, preferably Talkdesk (user management, queue/routing administration, troubleshooting).
•Basic understanding of call center telephony metrics, IVR logic, call flows, and operational incident response.
•Strong Microsoft Excel skills.
•Ability to manage and prioritize large volumes of information and respond swiftly to operational incidents, including flexibility for evenings/weekends/holidays when needed.

Skills:CommunicationAnalytical problem-solvingOrganizationPrioritizationResponsiveness

Languages:English

Tech Stack:Contact Center as a Service (CCaaS)TalkdeskTelephonyIVRMicrosoft ExcelSLAsQueue routingRing groupsCall flows

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