Workforce Analyst Intern bei American Equity

At American Equity we offer leading annuity products that help empower our clients to fulfill their needs and wants in retirement. Our success comes from hiring high-energy individuals who embody the beliefs that drive our unique culture. We currently fund over half a million retirements nationwide, and have been headquartered in West Des Moines, Iowa, for over twenty-five years with satellite offices in Charlotte, NC and New York, NY.

The American Equity Summer Internship Program offers an immersive real-world experience, closely replicating the career journey of an American Equity professional. Each intern will contribute to meaningful, hands-on projects that drive measurable business outcomes, gaining valuable experience along the way.

Interns will also have the opportunity to present their project work to company leaders, network with executives, and participate in educational programs designed to support their personal and professional growth. Additionally, interns will engage in community service projects and social events, building connections with fellow interns and the broader American Equity team.

The internship will be a 10 week program located at our downtown Des Moines office.

GENERAL PURPOSE OF THE JOB:   

The Workforce Analyst Intern is responsible for analyzing daily and monthly data and trends to support Operations leaders to better predict staffing needs for long term capacity planning, product changes and customer behaviors. This internship provides hands-on experience in data analysis, workforce planning, and operational strategy. The intern support the workforce management team in analyzing staffing needs, evaluating scheduling efficiency, and improving resource allocation to meet business goals. The intern provides valuable support to professional staff within organizational functions that align with their field of study and contribute to ongoing projects gaining hands-on experience in a structured, professional environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:   

•    Partners with Operations leadership to provide reports of Key Performance Indicators (KPI’s) for all internal stakeholders on a daily, weekly, and monthly basis.
•    Monitors daily and intraday volumes of work and other critical staffing metrics as measured against forecast, identifies variances, understands and communicates production and customer service drivers. 
•    Collaborates with business partners and provides options for the staffing needs based on staffing models and cost analysis in Operations that will advance business performance. 
•    Assist in collecting, analyzing, and interpreting workforce data (e.g., attendance, productivity, staffing levels.
•    Help develop and maintain reports and dashboards related to staffing trends, forecasting, and performance metrics.
•    Support short- and long-term forecasting to ensure adequate staffing coverage across departments.
•    Participate in process improvement initiatives aimed at enhancing workforce efficiency and service delivery.
•    Use workforce management software and tools to gather insights and support strategic decision-making.
•    Present findings and recommendations to team members and leadership in a clear and actionable format.
•    Conducts root cause, deep-dive analysis, implements actions based on quantified trends to drive efficiency and stabilize performance.
•    Completes project and support tasks with guidance from mentor and department leader.
•    Collaborates with fellow interns across departments on a strategic, cross-functional initiative that drives meaningful business impact.
•    Performs other related work as assigned.

EDUCATION AND/OR EXPERIENCE: 

•    Currently pursuing a Bachelor’s Degree in business administration or related field of study; plus two (2) years of progressively responsible related experience with a high focus on internal and external customer service in a comparable operations environment; or equivalent combination of education and/or experience.
•    Experience managing, analyzing data, and using software related to tracking phone, process, and quality control is a plus.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: None

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

NA

KNOWLEDGE, SKILLS AND ABILITIES: 

•    Strong customer service orientation.
•    Effective verbal and written communication skills.
•    Mathematical skills and strong attention to detail.
•    Exceptional analytical skills.
•    Strong organizational and planning skills.
•    Ability to work cooperatively and successfully with employees, customers, and other outside third parties.
•    Robust knowledge of Microsoft Office Suite.
•    Knowledge of Contact Center tracking software and analytics.
•    Knowledge of Annuity Administration. 
•    Knowledge of Quality Check software/data.
•    Knowledge and ability to apply various statistical methods of analysis.
•    Ability to write reports, business correspondence, and procedure manuals.
•    Ability to effectively present information and respond to questions. 
•    Ability to read, analyze, and interpret general business periodicals, professional journals and technical/operational procedures.
•    Ability to define problems, collect data, establish facts, and draw valid conclusions.
•    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
•    Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
•    Proficient in the use of Microsoft Office Suite.

DISCLAIMER
This description covers the major purpose and essential functions of the job. It is not intended to give all details or a step-by-step account of the way each task is to be performed. Employees may receive other job related instructions and be required to perform other job related work requested by their manager. All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities.