Client Care Analyst Intern

COLLETTE TRAVEL SERVICE INC•Pawtucket, RI

1d•$18•Hybrid

About The Position

Collette is seeking a Client Care Analyst Intern. This is a hybrid role based at our headquarters in Pawtucket, RI for 40 hours per week. The Collette Intern Program is our best in class opportunity for college-level students who are looking to explore career paths and learn more about the travel industry, international business, corporate citizenship and Collette’s culture through a cohesive and centralized program experience. Join a class of over 20 interns doing meaningful work in a values driven company. Here are some ways in which you can expect Collette to give back to you:  Purpose - as a Collette intern you will experience a meaningful summer program with your working team, supporting real, hands-on business projects. Variety - Interns will participate in a comprehensive, cohesive and structured blend of business-specific experiences and a shared learning curriculum through our Summer Series programming and events. Networking - with over 20 other interns you get the chance to network and learn from one another, as well as your specific business team members, leaders, and mentors. Results - where applicable, Collette Interns will have the opportunity to be considered for full time positions with us after graduation. Job Summary: You like working with people. You are someone who can delight with promptness, thoroughness, accuracy and maybe an occasional pun or two. This is your chance to join a team dedicated to helping our guests fulfill their dreams of exploring the world! Collette is looking for an Intern with a passion for customer service and travel. As an Intern, you will engage in various work assignments, projects, and activities of varying complexity, structured to enable you to gain the necessary knowledge, skills and abilities needed to perform at a professional level. You will work with internal teams to assist in providing the data needed for reporting, review efficiencies, and assist with audits within the team. Join us on our mission to enhance life’s journey by creating extraordinary travel experiences.

Requirements

Verbal and written communication skills
Experience with Microsoft Office (Outlook, Word, Excel, and PowerPoint)
Excellent attention to detail
Must have the ability to work independently as well as in partnership with the team
Must be able to define and work towards deadlines
Team player - we win as a team
Self-directed with the ability to think independently
Proactively look for ways to improve internal processes
Willingness to work hard and have fun doing it!

Nice To Haves

Bilingual: A Plus

Responsibilities

Creating Charts and Graphs in Excel/PowerPoint to easily view data
Work side by side with WFM Analyst and Process Improvement Enablement Manager to dive into any outliers
Provide recommendations to WFM analysts to drive further call center efficiencies
Monitor split/skill queues and effectively manage agents time spent in Aux work
Create and adjust schedules based on real-time and future needs
Audit current list of Channels (800 Numbers) on file to maintain accurate campaigning
Routing new numbers for various marketing campaigns
Creating new hire Agent IDs and Login credentials for both the 8x8 system and Genesys Workforce Management System (WFM)
Clean Up (WFM) Exceptions Breaks Old Users
Build Schedules – Set Schedules Groups Team GSA Retail Ops
Update Monthly Key Performance Indicator (KPI) Packets
Training Documentation
Process Improvement task organization