manager, resource management

snap finance - West Valley City, UT3.3

Full-time
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Are you looking for a friendly, fast-paced workplace with an emphasis on helping customers and empowering team members? Snap Finance is a thriving leader in the financial services industry, and our team members are the foundation of our success. Snap knows that happy, empowered, and engaged team members are essential to innovation and business success - and our approach is working. Come join us!

Snap Finance is a rapidly growing FinTech company focused on digital disruption in the $1+ trillion financial service industry. Our proprietary technology platform and machine-learning decisioning algorithms are changing the face and pace of consumer retail finance. FinTech is the combination of technology and finance and is at the forefront of the next generation of emerging disruptive technologies with the ability to democratize the lending process for all consumers. Snap has a strong supportive culture and is dedicated to its customers, merchant partners, and team members.

Our employees are modern day shopkeepers that blend traditional steadfast commitment to service and top results with the speed and energy of today. We take ownership of our responsibilities and are accountable for our actions.

The Manager of Resource Managementwill provide critical function in the Customer Care operations, growth and workforce management. The person selected for this position will be responsible formanagement on various engagement workflows, provide volume forecasting and workforce strategy to all areas of the Contact Center.

The Job...

Lead inbound IVR strategy and development
Design call routing in partnership with staffing team
Partner with all contact center technology vendors
Assist in business continuity planning
Serve as a subject matter expert to assist in report development
Develop solutions to enhance contact center efficiency
Bachelors degree or equivalent work experience
At least 2yrs of call center technology management
At least 2 yrs of Leadership experience managing direct reports
Working knowledge of call center routing technologies and strategies
Working knowledge contact center WFM software
Meet Snap Finance SLAs
Optimize staff performance
Hit team goals and individual goals
Collection Dialer experience
3C Logic routing and IVR software
International Business Continuity Planning
You...

Successful track record in workforce forecasting, methodologies and tools
Experience in workforce management vendor selection, management and system administration
Strong knowledge of Monet or other workforce management software
Robust background in call volume forecasting and scheduling requirements by call type
Deep understanding of contact center operations
DNIS utilization management experience
Experience designing disaster recovery plans
Experienced in workforce management vendor selection, management and system administration
Ability to make decisions and solve problems while working under pressure
Exceptional communication skills; written, verbal and strong interpersonal skills
Bachelors degree in Finance, Business or related field
Why Youll Love It Here

Generous paid time off
Competitive medical, dental & vision coverage
401K with company match
Company-paid life insurance + supplemental options
Company-paid short-term disability
Long term disability and legal coverage
Pet insurance, free snacks, and fun events
A value-based culture where growth opportunities are endless
More

Snap values diversity, and all qualified applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Learn more by visiting our website at www.snapfinance.com

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are you looking for a friendly, fast-paced workplace with an emphasis on helping customers and empowering team members? snap finance is a thriving leader in the financial services industry, and our team members are the foundation of our success. snap knows that happy, empowered, and engaged team members are essential to innovation and business success - and our approach is working. come join us!

snap finance is a rapidly growing fintech company focused on digital disruption in the $1+ trillion financial service industry. our proprietary technology platform and machine-learning decisioning algorithms are changing the face and pace of consumer retail finance. fintech is the combination of technology and finance and is at the forefront of the next generation of emerging disruptive technologies with the ability to democratize the lending process for all consumers. snap has a strong supportive culture and is dedicated to its customers, merchant partners, and team members.

our employees are modern day shopkeepers that blend traditional steadfast commitment to service and top results with the speed and energy of today. we take ownership of our responsibilities and are accountable for our actions.

the manager of resource management will provide critical function in the customer care operations, growth and workforce management. the person selected for this position will be responsible for management on various engagement workflows, provide volume forecasting and workforce strategy to all areas of the contact center.

the job...

lead inbound ivr strategy and development
design call routing in partnership with staffing team
partner with all contact center technology vendors
assist in business continuity planning
serve as a subject matter expert to assist in report development
develop solutions to enhance contact center efficiency
bachelors degree or equivalent work experience
at least 2yrs of call center technology management
at least 2 yrs of leadership experience managing direct reports
working knowledge of call center routing technologies and strategies
working knowledge contact center wfm software
meet snap finance slas
optimize staff performance
hit team goals and individual goals
collection dialer experience
3c logic routing and ivr software
international business continuity planning
you...

successful track record in workforce forecasting, methodologies and tools
experience in workforce management vendor selection, management and system administration
strong knowledge of monet or other workforce management software
robust background in call volume forecasting and scheduling requirements by call type
deep understanding of contact center operations
dnis utilization management experience
experience designing disaster recovery plans
experienced in workforce management vendor selection, management and system administration
ability to make decisions and solve problems while working under pressure
exceptional communication skills; written, verbal and strong interpersonal skills
bachelors degree in finance, business or related field
why youll love it here

generous paid time off
competitive medical, dental & vision coverage
401k with company match
company-paid life insurance + supplemental options
company-paid short-term disability
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