PREMIER Workforce Management Internship

FIRST PREMIER BANK•Sioux Falls, SD

65d

About The Position

As a Customer Service Workforce Management Intern you will be responsible for learning how to manage scheduling and call volumes across multiple sites to ensure correct staffing and workflow levels. With a paid internship at First PREMIER Bank and PREMIER Bankcard, you’ll be learning from one of the nation’s strongest financial organizations. PREMIER's robust internship program is designed to give students hands-on experience in a variety of areas in the financial industry. PREMIER Interns work on real projects, serve our customers, and solve problems. Our goal is to provide PREMIER interns with experiences that will benefit them in their future careers. Build your resume, make important professional connections, and have a fun while you learn from the 13th largest ACH originating bank and the 9th largest issuer of Mastercard credit cards.

Requirements

Applicant should be enrolled in or pursuing higher education
Possess intermediate to exceptional PC skills
Ability to be patient and attentive to detail
Excellent verbal and listening skills and ability to use positive language
Time management skills

Responsibilities

Monitor real-time volume and staffing levels to ensure call performance goals are met.
Review schedules to ensure employee time is recorded accurately
General Forecasting/Scheduling
Communicate with management and other staff to ensure call performance is maintained.
Ensure teams consistently use call management tools to monitor agents actual state compared to agent’ schedule
Identify and communicate issues that may fluctuate call volume and affect overall call center performance.
Manage scheduling all off phone activities such as team meetings, coaching, training, etc.
Monitor intra-day activities, adjust schedules, and perform daily trend analysis for call management.
Utilize Verint to identify associates on long calls and assist as needed.
Work Cross-functionally with other departments to schedule trainings for associates while ensuring call metrics are met.

Benefits

Emphasis on personal success, respect, health, wellness, fun and giving back.
Employees are rewarded, valued, and celebrated for hard work.
Various Career advancement opportunities and growth.
Appreciation is shown through concerts, outdoor bashes, cash, car giveaways and more!
PREMIER employees who work 20+ hours per week are eligible for full-time benefits, including medical coverage with free vision and dental insurance.
We offer expanded Paid Time Off and a highly competitive 401(k) plan that features a dollar-for-dollar company match after 120 days of employment.
Employees can experience personal and professional growth through PREMIER University. It offers skill-based training, leadership classes and inspirational national speakers.
PREMIER Wellness unifies physical and mental health, financial wellness and community giving under one program designed to help employees find optimal work/life wellbeing.
Through our Employee Assistance Program, employees have access to free counseling sessions, online resources and legal support.
Community Giving offers our employees purpose-driven, meaningful opportunities where they know they are making a difference.