Data Operations Intern- Paid - Full-time / Part-time

MISSION- In our pursuit to eliminate poverty, Wayne Metro empowers people and communities to be strong, healthy, and thriving.

VISION- We envision thriving communities where all people have hope and opportunities to realize their full potential.

Wayne Metropolitan Community Action Agency consists of staff dedicated to serving others, which include professionalism, empathy, respect, excellent client service, maintaining confidentiality, punctuality with regular attendance.

We provide assistance to low to moderate income families to help address their most critical needs.  The agency has over 70 programs, including valuable educational, housing, and emergency services.

Internship Description: Under the direction of the Assistant Director of IVR and Data Systems, the Data Operations Intern will assist in both maintaining and improving Call Center operations. Responsibilities include documenting existing workflows, supporting data integrity in platforms such as 8x8 and Amazon Connect, and participating in projects to streamline processes through better reporting or automation. The intern will gain practical experience in how systems and processes work together to support organizational goals.

Intern Essential Functions:

• Monitor data quality within call center systems, including IVR platforms and customer interaction logs.
• Document data workflows, system processes, and standard operating procedures.
• Build and update reports and dashboards in Power BI to support operational decision-making.
• Assist in user acceptance testing for system updates and new features.
• Extract, format, and organize data for reporting using Excel, Google Sheets, and SQL.
• Identify and help resolve data inconsistencies or errors in collaboration with team members.
• Support the development of simple automations using Power Automate or Tray.io.
• Lead a guided project aligned with department needs and intern interest, such as:
  • Mapping the client journey across call center touchpoints
  • Creating a targeted Power BI dashboard for a key operational metric
  • Automating a manual, repetitive task using available tools
• Perform other duties as assigned to support call center operations and data systems.

Physical Requirements:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job operates in a professional office environment with a usually quiet noise level. This is largely a sedentary role and the employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to sit, frequently use hands and to talk or hear.