Real-Time Contact Center Scheduler & CCaaS Support

Farfetch Limited; Lisboa; Híbrido; EUR 24 000 - 42 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Flexible working environment

Udemy access

Flexible benefits program

Resumo da oferta

Farfetch Limited in Lisbon is seeking a Workforce Support Specialist within the Workforce Management team. You will oversee omnichannel real-time management, ensuring staffing aligns with customer needs and business goals, while optimizing labor efficiency across sites and channels.

Reporting to the Workforce Management Lead, you will manage Talkdesk settings, monitor queues, and serve as the bridge between local teams, IT, and vendors to minimize downtime.

Qualificações

• Fluent in English.
• Hands-on experience with CCaaS platforms, preferably Talkdesk.
• Basic understanding of call center metrics, IVR logic, call flows, and 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; occasional evenings, weekends, and holidays may be required.

Responsabilidades

• Collaborate with global teams to create and validate working schedules meeting service levels.
• Partner with workforce optimization to drive performance improvements.
• Balance workload and staffing in the short term.
• Analyze capacity and forecast drivers to optimize schedules.
• Monitor availability and identify staffing deficiencies.
• Track schedule adherence and operational SLAs.
• Manage CCaaS platform settings (Talkdesk) and user provisioning.
• Troubleshoot real-time telephony/platform issues and coordinate with IT and vendors.

Conhecimentos

English fluency

CCaaS Talkdesk

Call center metrics

Excel

Communication skills

Analytical thinking

Organization

Flexible schedule

Ferramentas

Talkdesk

Descrição da oferta de emprego

Farfetch Limited in Lisbon is seeking a Workforce Support Specialist within the Workforce Management team. You will oversee omnichannel real-time management, ensuring staffing aligns with customer needs and business goals, while optimizing labor efficiency across sites and channels.

Reporting to the Workforce Management Lead, you will manage Talkdesk settings, monitor queues, and serve as the bridge between local teams, IT, and vendors to minimize downtime.