Workflow Operations Intern

Job Summary: 

The Workflow Operations Intern will analyze real-time call volume patterns and various agent activity statistics. They will use this information to identify, recommend and implement necessary real-time and intraday changes to ensure established goals are attained (abandon rate, call-delivery, optimal lead distribution). This individual will provide guidance to the divisional Workflow Operations Managers, and support the execution of process improvements within the workflow processes.

Supervisory Responsibilities: 

This position has no direct supervisory responsibilities. 

Essential Duties and Responsibilities: 

Monitor daily call volume & distribution to ensure abandon rate and consumption results are in-line with Leadership’s desired target, in a complex, fast-paced, multi-skilled sales environment, including both inbound and outbound calls, and specialized agent groups

Assist the Divisional Workflow Operations Manager with daily and intra-day communication and “sounding the alarm” within the broader Routing & Workflow team

Partner cross-departmentally in setup & implementation of new projects in support of the upcoming busy selling seasons

Prepare content for weekly presentations & communicate KPI’s to executive leadership with provided context for both positive and negative results of Workflow processes

Skills/Abilities: 

Ability to analyze data, identify trends and drive data-driven changes (analytical skill-set)

Strong Attention to detail

Collaborator who can partner across all levels within the organization (Analyst to Executive)

Effective communication skills (both written & oral)

Working knowledge of Microsoft Office (PPT, Word)

Education and Experience:  

Currently working towards an undergraduate degree or 2+ years equivalent work experience

Average Excel experience – understands basics, including use of pivot tables

Certificates/Licenses/Registration:

N/A

Financial Responsibilities (budget, revenue):

This position has no budget responsibility, authority and/or level of control. 

Physical Requirements: 

Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites.  The noise level in the work environment is usually moderate.

Prolonged periods of sitting at a desk and working on a computer.

SelectQuote Core Values: 

Service: We create positive customer experiences. 

Entrepreneurship: We create innovate & take risks. 

Leadership: We build & invest in high-performing teams. 

Empowerment: We embrace a changing environment. 

Courage: We challenge the status quo & drive continuous improvement.

Teamwork: We help support & celebrate each other.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.