Northeast High School Intern - Operations

Project Work: Analyzing Call and Chat Data

Objective:

Analyze calls and chats to identify the most common reasons for customer contact.

Tasks:

• Listen to calls and review chats to determine the primary reason for contact.
• Gather and document the top reasons for calls and chats.
• Review the current call-type options to determine whether any should be added or removed for greater accuracy.
• Discuss possible changes that could reduce the number of contacts.

Expected Outcome:

Assist the Specialty Department in creating a more efficient process and recommend changes that may reduce contact volume through AI, self-service, or other solutions.

Position Type/Expected Hours:

• Three hours per week
• Flexible schedule to accommodate the intern’s class schedule

Skills and Experience:

• Proficiency in Microsoft Outlook, Word, and Excel is helpful.
• Strong communication and collaboration skills.
• Analytical skills to interpret data and develop meaningful reports.