2018 Summer Intern - Contact Center Tech Team

<p>With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.</p>

Detroit, MI

Blue Cross Blue Shield of Michigan (Internships)

Our Mission: We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health. Our Customer Commitment: We aspire to be clear and simple, to help you make the right choices, to offer valuable coverage, and help you get quality health care for you and those you love. Our Commitment to our Social Mission: Increasing access to affordable health care Enhancing the quality of care patients receive Improving the health of Michigan&rsquo;s citizens and communities.&nbsp; <p><br />Our employees are eligible for several great perks:</p> <ul> <li>Comprehensive medical, dental and vision insurance</li> <li>401(k) with company match</li> <li>Annual bonuses</li> <li>Tuition assistance</li> <li>Paid parking</li> </ul> http://www.bcbsm.com

keywords: talent acquisition,internship,analysis,presentation,communication,research,knowledge,experience,technology,communication,education


Paid Internship

Overview: <p>Interns will gain experience with technical analyst and documentation specialist working with contact center technology, gain an understanding of call center operations and key metrics that drive the business, focus on providing efficient and effective solutions to call center requests and identifying enhancement opportunities, document department processes, research and present technology solutions and trends, and analyze and present information to staff.<br /><br /></p> <p><strong>Hiring manager is Shane Evans.</strong></p>
Responsibilities: <ul> <li>Documentation of key call center data points and processes.</li> <li>Analysis of call center/IVR metrics.</li> <li>Review and analysis of call center data including call flows, IVR and Exony reporting.</li> <li>Research &amp; presentation of existing call center technologies and trends.</li> <li>Provide trending analysis to be used for possible enhancements.</li> <li>Present information to leadership in person and via WebEx.</li> </ul>
Requirements: <p><strong>Required:</strong></p> <ul> <li>Analytic skills, good oral and written communication skills, presentation skills, PowerPoint, Visio, documentation skills,</li> <li>knowledge of SharePoint a plus.</li> <li>Data manipulation and trending.</li> <li>Familiar with Microsoft office products (Excel, Word, etc.)</li> </ul> <p><strong>Preferred:</strong></p> <ul> <li>Familiar with telecommunications technology and practices (call center, IVR, etc.)</li> <li>Proficient in using Microsoft office products</li> <li>Previous experience working in a professional office environment, experience analyzing and presenting information is preferred.</li> </ul> <p>&nbsp;</p> <p><strong>This position can be in either the Detroit or Lansing office.</strong></p> <p><strong>Preferred major: Telecommunications, Computer Science</strong></p> <p><strong>Prefer 2 years of college.</strong></p>