PREMIER Workforce Management Internship

Location: Sioux Falls, SD
Shift: Monday - Friday 8:00 AM to 5:00 PM
Job Status: 90-day internship
Company: PREMIER Bankcard

About the Internship 
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.

About PREMIER Internship Program
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.

Essential Duties and 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.

Skills and Qualifications

• 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

Our Culture

• 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!