Farfetch is a leading global marketplace for the luxury fashion industry. The Farfetch Marketplace connects customers in over 190 countries and territories with items from more than 50 countries and over 1,400 of the world’s best brands, boutiques, and department stores, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace. 
OPERATIONS We're passionate about operational excellence, acting with our customers and partners always in our heart. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfilment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world.
THE ROLEAs Real-Time Management (RTM) Specialist you will be responsible for monitoring, analyzing, and optimizing workforce performance in real-time to ensure efficient operations and optimal service levels. This role requires quick decision-making, effective communication, and the ability to handle high-pressure situations.WHAT YOU'LL DOReal-Time Monitoring: Monitor real-time performance metrics (service levels, average handle time, occupancy, adherence) and address anomalies in real-time, such as unexpected call volumes or system outages.Resource Allocation: Adjust staffing levels in real-time by managing agent schedules, breaks, and availability, and coordinate with team leads to reassign agents as necessary.Reporting and Analysis: Provide real-time and intraday reports on key performance indicators (KPIs), analyze trends and patterns to suggest improvements in workforce management, and communicate critical information to stakeholders.Communication: Serve as the point of contact for real-time updates between management, support teams, and frontline agents, and communicate schedule adjustments, system issues, and performance expectations clearly.Continuous Improvement: Participate in post-mortem analysis of service disruptions or performance challenges, suggest process improvements, and collaborate with the workforce planning team to refine schedules and forecasts based on real-time observations.WHO YOU ARE You have proven experience in real-time management or workforce management in a contact center environment.Proficiency in workforce management software (e.g., Calabrio) and Microsoft Excel.Knowledge of customer service metrics and KPIs.You are familiar with contact center technologies (e.g., Talkdesk, IVR, Salesforce, and Slack).You have experience with multi-channel support environments (phone, chat, email).You possess strong analytical, problem-solving, and decision-making skills.You have excellent communication and interpersonal abilities.You are comfortable working in a fast-paced, dynamic environment.You have the flexibility to work various shifts, including weekends and holidays.EQUAL OPPORTUNITIES STATEMENTFarfetch is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. SCAM DISCLAIMERIt has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.