This internship position at Tesla involves forecasting contact center work for customer care calls and chats. Interns will analyze historical contact volumes, collaborate with operational teams, and make real-time staffing adjustments to meet service goals.

• Ability to work nights and weekends as needed
• Strong self-starter, ability to work independently or with a group
• Relevant working experience in a call center
• Previous experience in workforce management tools preferred (Alvaria, Oceana, etc.)
• High Proficiency in MS Excel and data analysis preferred

• Monitor contact center performance and make real-time staffing adjustments to ensure that service goals are met, setting and adjusting skills
• Optimize the use of real-time monitoring tools and workforce management techniques to improve resource efficiency and effectiveness
• Monitor multi-site real time adherence and communicate with sites when agents are out of adherence
• Analyze current days queue performance, compare with staffing plan and historical data to develop a course of action to ensure service level goals are met
• Conduct real-time resource re-forecasting, utilizing scheduling software to meet daily/intraday service level targets and provide daily performance reports to Customer Support stakeholders
• Maintain constant communication across departments/sites/regions to acquire and communicate details that influence call volume delivery, average handle time or adherence against schedules
• Track, address and escalate interrupted work (including system issues) while reporting/tracking any significant developments and provides reallocation recommendations to Customer Support leadership

• Employees at Tesla are often offered day-one coverage with multiple medical options (some at $0 paycheck cost), dental/vision, company HSA contributions, a 401(k) match, and equity programs. Most roles also include paid time off and holidays, family-building support, employee assistance, commuter and childcare benefits, and access to discounts and wellness programs.