Capacity Planning Analyst
Snap Finance
Alajuela, Costa Rica
hace 8 días


Snap Finance is a rapidly growing FinTech company focused on digital disruption in the $1+ trillion financial services 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.

A Snap company value is to Invite the Ideas . This happens by creating a dynamic cultural environment where team members are treated with trust, respect and dignity.

Large corporations tend to stagnate under the burden of compliance and regulatory pressure. A focus at Snap is to be nimble and fight back the bureaucracy and office politics that turns an exciting, challenging opportunity into a job.

Snap knows that happy, empowered and engaged team members are essential to innovation and competitive success. And these types of individuals enjoy working together, pushing and challenging each other to achieve amazing results.

The impact of this approach are apparent with low team member turnover and exceptional customer service KPIs and reviews.

82% of Snap’s customers would recommend Snap to a close friend or family member, and over a third of Snap’s customers are repeat customers.

As a Capacity Planner you will be responsible to forecast KPIs that determined our call handling capacity by location for various workgroups and contact channels.

You will be the key team member planning hiring and attrition forecasts by location and team. You will work directly with the Sr.

Director of Resource Management on staffing strategy for the Snap Finance Customer Care organization.

Key responsibilities :

  • Forecast call volume and KPIs of the contact center
  • Track and forecast employee attrition
  • Plan NH classes and locations to be filled
  • Assist in financial planning of Care organization
  • Evaluate scenarios to enable business decisions
  • Assist in mitigation planning
  • Qualifications and Education Requirement :

  • Bachelor’s degree or equivalent work experience
  • At least 2 years of Capacity Planning or Supply chain experience
  • Strong skills in Microsoft office
  • Experience working models in excel
  • Working knowledge of call center routing technologies and strategies
  • Results Expected :

  • Meet Snap Finance SLAs
  • Optimize staff performance
  • Hit team goals and individual goals
  • During the 90 day introductory period attendance is mandatory and tardiness is not tolerated
  • Preferred Skills :

  • Call volume / demand forecasting
  • Predictive statistics
  • Benefits

  • Fantastic work environment
  • Private Insurance + Regular CCSS
  • $125 in eye glasses yearly
  • 3 paid Personal days per year
  • Snap Finance EEO Policy :

    All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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