About the role#
The Real-Time Analyst Intern supports the Workforce Management team by monitoring operational performance and helping ensure staffing resources align with member demand. This role provides real-time visibility into service levels and operational trends, helping identify and address issues before they impact the member experience. You will assist in bridging the gap between workforce forecasts and actual conditions by tracking call volume fluctuations, schedule adherence, and unplanned absences. This position offers hands-on experience with workforce management principles, analytics, and contact center operations.
What you'll do#
- 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.
- Analyze 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 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.
What you'll need#
- Current freshman, sophomore, junior, senior, or master level student, or a recent graduate within the last 3 months.
- Major in Business, Data Analytics, Finance, Mathematics, Statistics, Operations Management, Information Systems, or a related field.
- A GPA of 3.0 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, 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.
- Experience balancing multiple priorities and meeting deadlines.
- Experience working in a team environment.
Location & details#
- Location: Grand Rapids, Michigan.
- Modality: Fully on-site.
- Employment type: Part-time.
- Status: Paid internship.
About LMCU
LMCU is a nonprofit banking institution founded in 1933. Based in Grand Rapids, Michigan, the organization employs between 1,001 and 5,000 people. It provides financial services including banking, borrowing, insurance, and investment options. The company maintains a professional environment focused on employee training and career development.
How to get in at LMCU
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