This job has expired, please see additional jobs below
2019 Summer Intern: Business Analyst
Spectrum
Maryland Heights, MO, United States
Job Details - this job has expired, please see similar jobs below
At A Glance
• You’re a motivated rising Junior or above with 3.0 GPA or higher seeking a degree in one of the following majors listed below from an accredited four-year university:
◦ Computer Information Systems
◦ Data Science
◦ Information Technology
◦ Management Information Systems
• This is a learning-intensive program designed to give you essential business insights and hands-on experience in your field of choice. It’s a full-time, 10-week commitment from May 29, 2019 through August 2, 2019.
• Benefits include professional development sessions, networking opportunities, and mentorship.
Spend a productive summer with Spectrum
You have clear aspirations and are seeking a summer internship program that will help you meet them. Find it at Spectrum, named one of the Top 100 Internship Programs in the United States by WayUp. Our internships are designed to provide first-rate, hands-on experience in the telecommunications industry. We offer opportunities to gain new skills and elevate the ones you already have, all in a robust and forward-thinking business setting. We’ll connect you with people who can give you a better understanding of the industry and help you accomplish real goals you can add to your résumé. The mentorship opportunities and proximity to leadership are benefits with far-reaching potential in your professional education.
It’s about learning and growing
You’re dedicated, and that means your time as much as your effort. This 10-week, 40hr/week internship offers exposure to real-world business. As a Spectrum Intern, you’ll be essential to two teams — your respective department and your Intern peer group. Partner with other accomplished and dedicated interns on research and cross-functional projects. You’ll have an opportunity contribute real value and meaning to the larger organization.
Department and team-focused projects account for about 80% of your schedule. You’ll spend the other 20% on professional development sessions and networking activities, including the Kickoff Conference on May 29 and 30, webinars, community service, and final presentations. As part of a peer community, you’ll contribute to cross-functional group projects, and should be ready to take on new projects as they come up.
What you can expect in this role
This intern will be part of the Business Intelligence Customer Operations team building and enhancing upon call center agent management tools in our Agent Performance Dashboard framework. This includes expanding the scope of these coaching tools to include:
• Chat data - Our products current evaluate agent performance during phone interactions, but not chat
• Quality evaluations - Agents are reviewed by supervisors and a dedicated quality team who listen to their phone calls and provide scoring to identify where they do well and where they need some development. Feedback and tracking of plans and/or goals coming out of quality evaluations are also important metric to measure
• Speech analytics - Nexidia is a tool used inside Customer Operations to programmatically evaluate the words and tone on both ends of a phone conversation to more efficiently identify trends and development opportunities without manually listening to and evaluating recordings of call interactions
There are a few skillsets that we will be looking to exercise and develop throughout the 10 week engagement:
• SQL - Taking textbook and in-classroom learning of SQL to a real world application inside our enterprise data warehouse. Then, organizing that data in a way that answers business questions around front-line agents and how they interact with our customers
• Data presentation - Learning and leveraging the art of data presentation to be intuitive and easy to understand so the end users (supervisors in the call centers) don't have to spend time adjusting data to appropriately manage their team
• Documentation - Proper alignment with all stakeholders in a BI product begins with detailed and easily digestible documentation that can be understood at all levels of the organization. This is a key communication skillset that is necessary in any organization, and will be mentored as such during the engagement
Here’s what it takes to get started
Skills and experience required for this role include:
• Ability to travel locally to Spectrum Intern development events and activities throughout the program
• Analytical skills
• Advanced Excel skills
• Business Analysis
• Database query languages
• Proficiency in Microsoft Office: Word, Excel, PowerPoint, Access
• QA process
• Technical documentation
• Technical analytical tools such as VBA, SQL, SAS
• Works well in a team environment