Real-Time Analyst Intern

Lake Michigan Credit Union • Grand Rapids, MI

1d • Onsite

About The Position

The Real-Time Analyst Intern supports the Workforce Management team by monitoring operational performance and helping align staffing resources with member demand throughout the day. The role provides real-time visibility into service levels and operational trends, helping identify and address potential issues before they affect the member experience. The intern tracks call-volume fluctuations, schedule adherence, unplanned absences, system outages, and other factors affecting service delivery.

Through data analysis and real-time monitoring, the intern helps optimize staffing decisions, improve operational efficiency, and support timely, data-driven adjustments. The position offers hands-on experience with workforce management principles, analytics, and contact center operations, while contributing to a consistent, high-quality member experience.

The internship runs from January through April 2027 and is fully on-site in Grand Rapids, Michigan. It is a temporary, part-time position averaging 20–25 hours per week.

Requirements

• Be a college student at the freshman, sophomore, junior, senior, or master’s level, or a recent college graduate within the last three months.
• Have a major in Business, Data Analytics, Finance, Mathematics, Statistics, Operations Management, Information Systems, or a related field.
• Have a GPA of 3.0 or greater.
• Have a basic understanding of customer service, contact center, or business operations environments.
• Be familiar with key performance metrics such as service level, average speed of answer (ASA), occupancy, and schedule adherence.
• Have foundational knowledge of data analysis concepts and reporting.
• Understand how staffing levels affect service delivery and member experience.
• Have knowledge of Microsoft Office applications.
• Have experience using Microsoft Excel to organize, analyze, or report data through coursework, projects, student organizations, or employment.
• Have experience balancing multiple priorities and meeting deadlines in a fast-paced environment.
• Have experience working in a team environment through employment, volunteer work, leadership roles, or academic projects.

Responsibilities

• Monitor real-time service levels, queues, and operational performance metrics.
• Identify trends, risks, or service disruptions and communicate findings to leadership.
• Support staffing adjustments to meet changing member demand throughout the day.
• Track adherence, attendance, and schedule variances that may affect service levels.
• Assist in analyzing call spikes, operational outages, and other unexpected events.
• Provide data and reporting to support informed, real-time decision-making.
• Collaborate with Workforce Management and Operations leaders to optimize resource utilization.
• Gain experience with workforce management tools, forecasting concepts, and operational analytics.
• Adhere to and champion the organization’s core values of curious minds, collaborative hearts, and continuous excellence.
• Comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control requirements.

Benefits

• Weekly pay.
• Retirement savings options.
• Full-time employees are offered comprehensive health coverage, including medical coverage with prescription benefits, dental, vision, HSA match, paid parental leave, and tuition reimbursement.

What This Job Offers

• Job Type: Part-time
• Career Level: Intern
• Education Level: No Education Listed