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 Workforce Planning & Forecast Specialist

Empresa: Farfetch
Tipo: Tempo Inteiro
Data: 25-3-2018
Zona mais emprego Porto
Categoria mais emprego Gestão de Empresas / Economia
Referencia # 4759276

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Who we are

Farfetch is unlike anything in the world of fashion and technology.
Our mission: to revolutionize the way the world shops.
To do it, we need innovators. People who challenge convention and dare to dream.
We’ve gone from a start-up to a billion dollar business. But we’re not done yet. Far from it.
Be bold.
Be brilliant.
Together, we can be extraordinary

We have rapidly grown into a truly global company since our launch in 2008 and we’re continuing to grow. Our family now includes over 700 independent fashion boutiques across Europe, North and South America and Asia; we demonstrate our ‘Think Global’ value in everything we do.

We are a global team of over 2,000 people and have offices based in London, New York, LA, Porto, Guimaraes, Sao Paulo, Shanghai, Moscow, Hong Kong & Tokyo.

We are a company with an entrepreneurial spirit and innovative culture. We are positive, passionate and live our values: Be human, Be brilliant, Todos Juntos, Be Revolutionary, Think Global and Amaze Customers day to day

Workforce Planning & Forecast Specialist

The Team:

Workforce Management (WFM) is an integrated set of processes that are used to optimize the productivity, efficiency and consistency at an individual, departmental, and cross-functional levels.
As a Support team we support the business side of Operations including Customer Service, Partner Service, Delivery and other business units within Farfetch.
We are a global team working 24/7 across all regions including Porto, Lisbon, London, Los Angeles, Tokyo, Moscow, Sao Paulo, Shanghai, and Hong Kong.
In our fast growing environment we are looking for brilliant people who think outside the box and share the passion WFM in this exciting cutting edge industry.

The Role:

Reporting to the Global Workforce Manager, you will be responsible for guarantee the right balance between workload and staffing in multiple offices and channels, on a medium/long term perspective.

What you'll do:

• You will be responsible for the performance analysis and performance diagnostics to support business decisions
• Build forecasts scenarios from global and local perspective.
• Monitor forecast accuracy and work with Workforce Supervisors to define weekly strategies
• Responsible for monitor and understand global and local trends (volumes, shrinkage, seasonality)
• Report all strategical performance indicators and work close with global management to define quarter, semester and annual goals/targets
• Work close with global management to create effective solutions to improve customer experience and customer service efficiency and quality
• Responsible to define and optimize Real-Time Supervisors weekly plan to better address forecasted workload and service demand
• Work with Workforce Supervisors to create root-cause analysis to determine and quantify reasons for contact variance; recommend changes to enhance headcount and volume forecast accuracy and effectiveness
• Work closely with global workforce team to improve WFM solutions according to the business needs and deliver continuous improvements to the service levels

Who you are:

• A WFM experience in a multi-channel customer service environment preferred (minimum 3 years)
• Someone with knowledge in ACD technology
• Experience with forecasting/scheduling software
• Strong Microsoft Excel skills
• Excellent communication skills
• Ability to manage large volume of information
• Strong analytical and problem solving skills
• Highly organized

We love hearing from you and want you to be as ambitious as we are, but before applying please ask yourself the following…
- Is this role a good match for me and my long term goals? We want to really know why you have chosen this career.
- Do I have all the skills and experience required for this role? Be realistic. We will only consider applications that demonstrate relevant skills or the potential to match the role requirements.
- Spell Check. As simple as it sounds make sure your application is to the highest standard. You will be surprised at how many applications we receive with spelling mistakes on them.

*We are committed to equality of opportunity for all staff, applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships

Apply here: https://app.jobvite.com/j?aj=oar76fwy&s=Net-Empregos


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