Member Contact Center Analytics Intern

Credit Union West•Glendale, AZ

23h•$15•Onsite

About The Position

Come build your future at our award-winning company with this exciting 3-month paid internship! Gain hands-on experience, work alongside industry professionals, and develop real-world skills in a dynamic and innovative environment while making a positive impact in our community. Paid internship – earn while you learn! Mentorship & professional development opportunities A fun, collaborative, and creative work culture This is your chance to kickstart your career and make a meaningful impact. Don’t miss out—apply today! Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 13th year in a row (2013-2025)! This prestigious award announced by Best Companies is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction. Internship Dates: 04/01/2026 - 06/30/2026 20 hours per week for 3 months Must be 18+ years old $15.15 per hour Location: Onsite at our Corporate Office in Glendale, AZ POSITION SUMMARY The Member Contact Center Analyst Intern leads contact center reporting, analysis, scheduling, workforce management, knowledge management, and management reporting. This includes sales and quality reporting. In addition, we have an Artificial Intelligence project starting soon and this person could assist with the testing and implementation phases. This intern would also help identify patterns and trends with Voice of the Member (VOM) reporting. This position also requires the ability to perform operational analysis needed to support important CUW initiatives such as authentication, W.E.S.T. model, and fraud prevention, security, and compliance.

Requirements

High school diploma or equivalent.
Able to communicate effectively and tactfully with employees both orally and in writing.
Demonstrate critical thinking and being self-reliant to better analyze and solve problems.

Responsibilities

Department Analytics - Develop forecasts based on historical data, trends, business changes, etc. Develop staffing plans that factor in turnover, training, and ramp up to proficiency and develop schedules to optimize performance. Assess and manage changes to scheduling to ensure adequate daily resource coverage. Prepare intraday reports on staff attendance. Use performance outcomes for continuous improvement, including making recommendations to improve forecasts, staffing plans, scheduling efficiency and team member satisfaction.
Reporting and Design - Assist with design, implementation, and optimization for systems and processes supporting business critical areas, including authentication and fraud prevention, security, and compliance. Assist with other reporting in MCC.
Perform other duties as assigned.