ViacomCBS Summer 2021 Process Improvement Analyst Intern in United States
CBS BUSINESS UNIT: CBS Interactive
JOB TYPE: Paid Intern
JOB LOCATION: USA
CBS Interactive, a division of ViacomCBS, is the world’s largest publisher of premium digital content and a perennial top 10 Internet company. CBS Interactive’s brands span popular categories like technology, entertainment, sports, news and gaming.
Properties include the websites, apps and streaming services of the CBS Television Network such as the CBS All Access subscription service, CBS News Digital platforms including the 24/7 digital news network CBSN, and CBS Sports Digital brands including the 24-hour streaming sports news network CBS Sports HQ, as well as digital-first properties in key content verticals, including CNET, ZDNet, TVGuide.com, GameSpot, Last.fm, Metacritic and Chowhound.
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The Process Improvement Analyst is responsible for finding opportunities and developing solutions to improve customer care unit productivity and customer experience.
Analyze data from our CRM systems and identify process improvements opportunities on productivity and customer journey.
Define alternatives on how to implement improvements through process or system change.
Interact with key stakeholders to acquire buy-in on proposed changes.
Analyze inbound and outbound contacts (call, email, chat, text, social media, etc.), and contact drivers; determine root cause and make recommendations for improvements
Improve call center daily operations by measuring and excelling in key process areas. Based on data analysis, identify specific opportunities and implement initiatives to reduce cost (contact reduction/deflection, handle time reductions)
Combine data from different sources (telephony data, survey response data, etc) to gain key insights and make recommendations for improved operations and customer experience
Effectively and accurately communicate analysis results and/or trending to partners including deliverables, conclusions, and recommendations for change or improvement
This is a paid internship and can also be for university credit if it meets your university's guidelines
Full-time, 40 hours per week
Experience with Continuous Improvement, Kaizen LEAN, Process Management, or Six Sigma required.
Ability to analyze large statistical datasets, summarize data, and effectively communicate recommendations and actionable insight.
Excellent presentation/report building skills
Ability to multitask and work in a fast-paced environment
Excellent oral and written communication skills
Intern must be a student currently enrolled in an accredited college, university or boot camp (Production Engineering preferred)
Must be at least 18 years old
Experience in a Call Center
ViacomCBS is an equal opportunity employer (EOE) including disability/vet.
At ViacomCBS, the spirit of inclusion feeds into everything that we do, on-screen and off. From the programming and movies we create to employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. ViacomCBS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status
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