General Information
Internship Timeframe: Winter 2027 | January - April 2027
Primary Location: Fully On-Site in Grand Rapids, MI
Employee Status: Part-Time, Temporary Position
Hours: Average 20-25 Hours per week
Who we are:
At LMCU, you'll find more than just a job - discover a fulfilling career where your contributions truly matter. Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life.
About this position:
The Real-Time Analyst Intern supports the Workforce Management team by monitoring operational performance and helping ensure staffing resources align with member demand throughout the day. This role provides real-time visibility into service levels and operational trends, helping identify and address potential issues before they impact the member experience.
The intern assists in bridging the gap between workforce forecasts and actual conditions by tracking call volume fluctuations, schedule adherence, unplanned absences, system outages, and other factors that influence service delivery. Through data analysis and real-time monitoring, the role helps optimize staffing decisions, improve operational efficiency, and support leaders in making timely, data-driven adjustments.
This position offers hands-on experience with workforce management principles, analytics, and contact center operations while contributing to the organization's ability to deliver a consistent, high-quality member experience as operations continue to grow and evolve.
What you’ll do:
- Monitor real-time service levels, queues, and operational performance metrics.
- Identify trends, risks, or service disruptions and communicate findings to leadership.
- Support staffing adjustments to meet changing member demand throughout the day.
- Track adherence, attendance, and schedule variances that may impact service levels.
- Assist in analyzing call spikes, operational outages, and other unexpected events.
- Provide data and reporting that support informed, real-time decision-making.
- Collaborate with Workforce Management and Operations leaders to optimize resource utilization.
- Gain experience with workforce management tools, forecasting concepts, and operational analytics.
- Adhere to and champion our core values of curious minds, collaborative hearts, and continuous excellence
- Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
What you’ll bring:
- College student freshman, sophomore, junior, senior or master level status or a recent college graduate within the last 3 months with a major in Business, Data Analytics, Finance, Mathematics, Statistics, Operations Management, Information Systems, or a related field.
- 3.0 GPA or greater.
- Basic understanding of customer service, contact center, or business operations environments.
- Familiarity with key performance metrics such as service level, average speed of answer (ASA), occupancy, and schedule adherence.
- Foundational knowledge of data analysis concepts and reporting.
- Understanding of how staffing levels impact service delivery and member experience.
- Knowledge of Microsoft Office applications.
- Experience using Microsoft Excel for organizing, analyzing, or reporting data through coursework, projects, student organizations, or employment.
- Experience balancing multiple priorities and meeting deadlines in a fast-paced environment.
- Experience working in a team environment through employment, volunteer work, leadership roles, or academic projects.
What you’ll get:
- All Employees: weekly pay and retirement savings options.
- Full-Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.
- To see a full list of our benefit offerings, check out this helpful guide!
Have additional questions about the role? Email the Talent Acquisition Team at: Careers@lmcu.org.
If you lack access to the internet or require an accommodation in the application process, please send your resume via mail to P.O. Box 2848, Grand Rapids, MI 49501-2848.
LMCU is an Equal Opportunity Employer
