Summer Associate Internship (Data Scientist)

Overview

About the Role:

We are seeking a highly motivated and detail-oriented Data Scientist Summer Associate to join our Workforce Intelligence (WFI) team within Contact Center Operations (CCO). This internship is designed for graduate-level students who are passionate about data, analytics, and solving real-world business problems. You will work on impactful projects that drive strategic decision-making and operational efficiency across the organization. The Workforce Intelligence (WFI) team is a cross-functional, highly technical group composed of Data Scientists, Data Analysts, Application Developers, Data Stewards, Technical Writers, and Lead Systems Analysts. WFI operates as a support team for both operational and analytical functions across Contact Center Operations. The team manages databases and servers, builds and maintains ETL pipelines, develops custom applications, automates manual workflows, and creates data models that generate actionable insights. These efforts help identify opportunities for process improvement, efficiency gains, and strategic decision-making.

Current Data Science Projects

1. Battery Life Model

Objective: Enable data-driven decision-making by modeling employee retention probabilities
Description: This model estimates the probability that an individual will stay or leave the organization, functioning like a "battery life" indicator. It incorporates behavioral, performance, and engagement metrics to forecast attrition risk. The output helps leadership proactively address retention challenges and improve workforce planning.

2. FTE/Contractor Ratio Optimization

Objective: Identify the optimal balance between Full-Time Employees (FTEs) and Contractors to meet business needs efficiently.
Description: This analysis evaluates historical staffing patterns, cost structures, and performance outcomes to determine the most effective FTE-to-contractor ratio. The goal is to support strategic workforce decisions that align with budget constraints, talent availability, and operational goals.

3. CCO Scenario Simulator

Objective: Simulate changes to key inputs in the Contact Center Operations (CCO) model and assess downstream impacts.
Description: This interactive tool allows stakeholders to adjust variables such as staffing levels, call volumes, and service level targets. It then projects the effects on metrics like Average Speed of Answer, Staffing Requirements, and workload projections. The simulator supports data-driven scenario planning and operational forecasting.

4. MSR Shift Optimization

Objective: Align Member Services Representative (MSR) shift preferences with business demand to improve satisfaction and coverage.
Description: This model analyzes MSR availability, preferred working hours, and historical service demand to identify opportunities for shift realignment. The goal is to enhance employee satisfaction while maintaining or improving service levels, using optimization techniques to balance individual preferences with organizational needs.

The Summer Associate Program is a 12-week internship program beginning in May 2026 and ending in August 2026. Students will work on impactful projects and meaningful work during their internship. To qualify for this position, applicants must be currently pursuing a degree from an accredited college or university and have an anticipated graduation date of December 2026 or later.

Responsibilities

• Collaborate with cross-functional teams to understand business challenges and translate them into data-driven solutions.
• Perform data cleaning, preprocessing, and exploratory data analysis (EDA) to uncover insights.
• Develop and deploy interactive dashboards and visualizations using Power BI and Dash Apps.
• Write efficient and scalable code in Python and SQL to manipulate and analyze large datasets.
• Apply statistical methods and machine learning techniques to model and predict business outcomes.
• Document findings, methodologies, and present results to stakeholders in a clear and compelling manner.
• Contribute to the development of data pipelines and cloud-based analytics solutions.

Qualifications

• Must be currently enrolled in, or planning to enroll in, a graduate-level program (Master's) in Data Science, Computer Science, Statistics, Mathematics, Engineering, or a closely related field following completion of undergraduate studies.
• Proficiency in Python and SQL.
• Experience with data cleaning and exploratory data analysis (EDA).
• Familiarity with data visualization tools such as Power BI and Dash.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.

Preferred Qualifications:

• Experience with R programming.
• Background in statistics, mathematics, or machine learning.
• Exposure to big data technologies (e.g., Spark, Hadoop) and cloud platforms (e.g., Azure, AWS, GCP).
• Understanding of version control systems like Git.

What You'll Gain:

• Hands-on experience solving real business problems using data science.
• Mentorship from experienced professionals in analytics and business intelligence.
• Exposure to enterprise-level tools and technologies.
• Opportunity to present your work to senior leadership.
• A collaborative and inclusive work environment.

Hours: Monday - Friday 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Dr Pensacola, FL 32526

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