Operations Management Intern
About The Position
The intern will work closely with leadership, operations leadership, supervisors, employee development, and workforce management teams to analyze KPIs, identify performance gaps, and contribute to initiatives that enhance service efficiency, agent effectiveness, and overall customer satisfaction. This position offers hands-on exposure to frontline operations in a fast-paced, metric-driven environment. PCI is seeking an Operations Management Intern who is detail-oriented, customer-focused, data-driven, with a passion for learning new things and improving their performance and efficiency. This is an exciting opportunity to partner with cross-functional leaders – gain hands-on experience, contribute to company success, expand your skills in Operation Management.
Requirements
- Currently pursuing a bachelor’s degree in operations management, Business, Analytics, Management, or a related field.
- Strong analytical skills with comfort working in Excel (pivot tables, formulas, data interpretation).
- Ability to interpret data and translate insights into actionable recommendations.
Nice To Haves
- Interest in customer support operations or contact center management.
- Familiarity with call center metrics and service-level agreements (SLAs).
- Exposure to data visualization tools (Power BI, Tableau, etc.).
- Coursework in operations, statistics, or process improvement methodologies.
Responsibilities
- Monitor and analyze customer support KPIs.
- Review and prepare daily and weekly performance reports and dashboards.
- Document current support workflows and call handling procedures.
- Assist with call monitoring and QA calibration sessions.
- Support intraday monitoring efforts and schedule adherence tracking.
- Support onboarding process documentation and knowledge base updates.
- Participate in team meetings and present data-driven insights.
Benefits
- PCI offers competitive and comprehensive benefits including medical, dental, vision, short-term disability, long-term disability, and voluntary benefits.
- Annual Discretionary Bonus
- Earned Safe & Sick Time (ESST)
- Paid Maternity & Paternity Leave
- Paid Time Off (PTO) & 8 Paid Holidays
- Donation Matching & Paid Volunteer Time
- 401(k) Match – 100% of your deferrals up to 5%
- Tuition Reimbursement & Student Loan Match Program
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What This Job Offers
Job Type
Full-time
Career Level
Intern
Number of Employees
101-250 employees
