Real-Time Analyst Intern

LMCU•Grand Rapids, MI

3d•Onsite

About The Position

The Real-Time Analyst Intern supports the Workforce Management team by monitoring operational performance and helping ensure staffing resources align with member demand throughout the day. This role provides real-time visibility into service levels and operational trends, helping identify and address potential issues before they impact the member experience. The intern assists in bridging the gap between workforce forecasts and actual conditions by tracking call volume fluctuations, schedule adherence, unplanned absences, system outages, and other factors that influence service delivery. Through data analysis and real-time monitoring, the role helps optimize staffing decisions, improve operational efficiency, and support leaders in making timely, data-driven adjustments. This position offers hands-on experience with workforce management principles, analytics, and contact center operations while contributing to the organization's ability to deliver a consistent, high-quality member experience as operations continue to grow and evolve.

Requirements

College student freshman, sophomore, junior, senior or master level status or a recent college graduate within the last 3 months with a major in Business, Data Analytics, Finance, Mathematics, Statistics, Operations Management, Information Systems, or a related field.
3.0 GPA or greater.
Basic understanding of customer service, contact center, or business operations environments.
Familiarity with key performance metrics such as service level, average speed of answer (ASA), occupancy, and schedule adherence.
Foundational knowledge of data analysis concepts and reporting.
Understanding of how staffing levels impact service delivery and member experience.
Knowledge of Microsoft Office applications.
Experience using Microsoft Excel for organizing, analyzing, or reporting data through coursework, projects, student organizations, or employment.
Experience balancing multiple priorities and meeting deadlines in a fast-paced environment.
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 impact service levels.
Assist in analyzing call spikes, operational outages, and other unexpected events.
Provide data and reporting that 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 our core values of curious minds, collaborative hearts, and continuous excellence
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.