This position is on-site in San Antonio, TX

Are you a college student obtaining a Bachelors or Masters Degree in Business Administration, Business Operations, or Business Management? Are you a problem solver who's strengths are analytics and critical thinking? If so, you may be interested in this internship.

We are seeking three Interns to join our Reserve Health Readiness Program (RHRP-3)

The Support Real-Time Monitor will monitor intraday queue performance, attendance, and schedule adherence, and respond to fluctuations in contact center volume to help deliver a best-in-class member experience. The ideal candidate is a motivated problem solver who wants to identify opportunities for continuous improvement to benefit our members.

In this rewarding role you will:

• Monitor intraday queue performance and schedule adherence/compliance
• Monitor real-time work statuses and notify leadership of exceptions
• Understand the standard response measures to typical fluctuations in volume and staffing, and navigate alternative options in ambiguous situations
• Monitor and report real-time changes to agent schedules in the WFM platform and make changes as appropriate to optimize service levels
• Proactively identify staffing levers (Voluntary Time Off, overtime, All Hands on Deck, etc.) to manage service level and cost controls
• Ensure that absenteeism is being tracked appropriately and agents (both internal and outsourced) are accountable to availability and schedule adherence expectations
• Understand the service level and utilization-occupancy objectives of Member Support to apply to the management of intraday queues
• Additional ad hoc responsibilities and tasks as necessary

Ideally you will have/be:

• A high School diploma or equivalent experience/combined education
• Must be a full-time student in a college degree program and typically maintain a Minimum GPA 3.0.
  • Intern I - Freshman/Sophomore
  • Intern II - Junior/Senior
  • Intern III - Grad Student
• Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
• Strong working experience creating Microsoft Excel reports and templates
• Organized with ability to quickly and effectively adapt to change
• Excellent organizational and analytical skills

A plus if you have experience in:

• Contact/call center experience in a Workforce Management function, such as Real Time Analyst or reporting 
• Experience with Workforce Force Management and Customer Relationship Management platforms
• Understanding of contact/call center best practices

Typical Day:

• Location: In office @ 4406 Piedras Dr. West, San Antonio, TX 78228
• 3 shifts available:
  • Monday - Friday: 7:00am - 3:30pm (hours are flexible)
  • Monday - Friday: 10:30am - 7:00pm (hours are flexible)
  • Monday - Friday: 12:00pm - 8:30pm (hours are flexible)

Hourly Pay:

• Intern I - Freshman/Sophomore - $17.63 - $19.49
• Intern II - Junior/Senior - $21.07 - $23.29
• Intern III - Grad Student - $25.03 - $27.67

The Leidos QTC Health Services pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to): geographic location, responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Leidos QTC Health Services. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.