Contact Center Technology/Analytics Intern
Sleepy's - Hicksville, NY

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Being a part of the Sleepy’s family means representing the #1 mattress retailer in America . For over 50 years, Sleepy’s has defined the mattress industry by offering our customers unsurpassed service and a comprehensive education on the power of sleep. Our message goes beyond selling mattresses. We are committed to helping people achieve better health, and a better life, thanks to a better night’s sleep.

We are passionate about building our team and welcome energetic, dynamic and professional individuals who share in our commitment to excellence. We are proud of our ongoing expansion and the career development opportunities available throughout the Sleepy’s organization.
Detailed Description We are currently seeking highly skilled and motivated students to participate in our SUMMER INTERNSHIP PROGRAM .

During the internship program, students will learn our business processes; will be mentored by experienced professionals and given instructions that will help them apply theory to real world business issues.

Creating a great customer experience is crucial to any business. At Sleepy’s we take this very seriously. This internship will offer a student the opportunity to work within our Customer Care organization primarily learning from our PMO/Technology Services and Resource Planning teams.

Our PMO and Technology Services group maintains all databases and associated content necessary to keep agent accuracy and productivity levels above expectation. This group is responsible for managing and developing all new technology-related projects within the organization. Our Resource Planning team ensures adequate staffing levels are maintained at all times and service level goals are achieved. They are responsible for forecasting, scheduling, payroll, attendance and reporting.

Responsibilities include, but are not limited to:
Contributing and supporting contact center users throughout the ongoing development of a CRM (Customer Relationship Management) application. There will be opportunities to interact with senior levels of management and vendors specific to our CRM implementation throughout this process. Participating in the documentation of issues arising from our CRM implementation and escalating to Project Manager as necessary Partnering with our in-house Technology team on assignments pertaining to business analysis, project management and database administration Supporting our Resource Planning group with various ad-hoc requests and project work
Upon completion of the internship, a presentation of findings and recommendations will be delivered to senior management.

Job Requirements Students must be able to make a commitment of at least 100 hours of service Students currently pursing degrees in Mathematics, Statistics, Economics, Information Systems or Computer Science looking to supplement coursework with meaningful and practical experience are welcome to apply Applicant should be systems and technology savvy (SQL software, MS Access, Excel, basic PC/phone troubleshooting) with excellent attention to detail, strong communication, organizational and multi-tasking skills Applicant must have an analytical mind and be able to provide examples of times when demonstrated creativity and initiative in finding solutions to problems
Additional Details Sleepy’s is an Equal Opportunity Employer M/F/V/D

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