Workforce Management Intern - Customer Experience

Intern, Workforce Management

We are Generac, a leading energy technology company committed to powering a smarter world. Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

About the Role

We are seeking a motivated and detail-oriented intern to join our Workforce Management (WFM) team, providing support for our business process outsourcing (BPO) operations. As part of the Workforce Management (WFM) team, you'll support day-to-day operations that enable exceptional customer service across our network of outsourced call center partners. Our team ensures staffing efficiency, performance monitoring, and process alignment.

You will:

• Learn how to interpret call center KPIs and apply them to operational decision-making.
• Gain hands-on experience with workforce management tools and reporting platforms.
• Understand the fundamentals of BPO vendor oversight and quality assurance.
• Develop cross-functional communication and project coordination skills.

Key Responsibilities

• Performance Monitoring & Metrics
  • Take ownership of daily and weekly call center performance reports (e.g., service levels, handle time, abandon rates).
  • Identify trends and flag anomalies for further investigation.
  • Maintain dashboards and assist in preparing summaries for leadership.
• Call Quality & Monitoring
  • Monitor and report on weekly call quality and compliance.
  • Document findings and support coaching initiatives with vendor partners.
• Lead Management
  • Lead tracking, management, and follow-up of call center open leads.
  • Coordinate with internal teams to resolve lead-related issues.
• BPO Onboarding Support
  • Support the onboarding process for new BPO agents.
  • Maintain accurate records and documentation for vendor setup.
• Project Assistance
  • Support ongoing WFM initiatives, including process improvements and technology rollouts.
  • Attend project meetings, contribute to planning, and lead the execution of a short-term project.
• Data Analysis
  • Ensure the accuracy and consistency of performance data to support decision-making.
  • Identify opportunities for efficiency and performance improvement.

Qualifications

• Currently pursuing a degree in Business, Operations Management, Program Management, or a related field.
• Strong analytical skills and attention to detail.
• Proficiency in Microsoft Excel; familiarity with data visualization/reporting tools (e.g., Power BI, Tableau) is a plus.
• Exposure to workforce management tools (e.g., Genesys) is a bonus.
• Excellent communication and organizational skills.
• Ability to work independently and collaboratively in a fast-paced environment.

What You'll Gain

• Real-world experience in vendor management and call center support operations.
• Exposure to cross-functional teams and strategic initiatives.
• Mentorship from experienced professionals in the WFM and customer operations space.
• Opportunity to contribute to impactful projects and process improvements.

Physical Demands While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."