Real-Time Workforce & CCaaS Scheduler

Farfetch Limited; Porto; Presencial; EUR 32 000 - 52 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Flexible benefits program

Training opportunities

Udemy access

Resumo da oferta

Farfetch Limited is seeking a Workforce Support Specialist in Porto to manage omnichannel, real-time staffing, and Talkdesk operations. You will optimize schedules, validate resources, and publish performance-driven plans across multiple sites, markets, and channels.

The role requires strong Excel skills, English fluency, and excellent communication to keep service levels high. You will partner with the Workforce Management team to monitor SLAs, troubleshoot issues, and ensure seamless telephony

Qualificações

• Fluent in English.
• Hands-on experience with CCaaS platforms, preferably Talkdesk.
• Basic understanding of call center metrics and incident response.
• Strong Microsoft Excel skills.
• Excellent communication skills.
• Ability to manage large information volumes and respond quickly to incidents.

Responsabilidades

• Create and validate working schedules with global teams to meet service levels.
• Collaborate with workforce optimization to improve performance.
• Balance workload and staffing in the short term.
• Analyze capacity and forecast contact volumes to optimize schedules.
• Monitor staffing availability and deficiencies; manage real-time queues across sites.

Conhecimentos

English fluency

Talkdesk CCaaS

Excel

Communication skills

Analytical thinking

Organized

Flexible schedule

Ferramentas

Talkdesk

Descrição da oferta de emprego

Farfetch Limited is seeking a Workforce Support Specialist in Porto to manage omnichannel, real-time staffing, and Talkdesk operations. You will optimize schedules, validate resources, and publish performance-driven plans across multiple sites, markets, and channels.

The role requires strong Excel skills, English fluency, and excellent communication to keep service levels high. You will partner with the Workforce Management team to monitor SLAs, troubleshoot issues, and ensure seamless telephony