Workforce Support Specialist
FarfetchLuxury Fashion company
Porto, PortugalMid
Eurazeo
Groupe Artémis
Alibaba Group
Richemont
Temasek Holdings
IDG Capital Partners
Operations & Strategy
About the role
TL;DR
Optimize staffing levels and manage real-time queues for global teams.
- •Reporting to the Workforce Management Lead, you will be responsible for omnichannel management in real-time, ensuring that staffing levels meet the customer and business needs.
- •Key Responsibilities Work with global teams to create and validate working schedules that will ensure desired service levels.
- •Manage the right balance between workload and staffing from a short-term perspective.
- •Monitor, analyze and drive schedule adherence.
- •Requirements Fluent in English.
- •Hands-on experience with Contact Center as a Service (CCaaS) platforms, preferably Talkdesk (user management, queue/routing administration, and operational troubleshooting).
- •Strong Microsoft Excel skills.
Required skills
ExcelCustomer Service
Nice-to-have skills
Project Management
Domain expertise
ecommerce
Benefits & perks
Health insurance, Extra days off, Training opportunities, Flexible benefits program
Tech stack
Excel
