Job Description

We are seeking a driven and detail-oriented Coordinator, Operational Optimization to help improve operational processes and enhance efficiency across the operation. This role involves reviewing existing workflows, supporting process improvement initiatives, and serving as the subject matter expert for our contact center systems. Additionally, you will lead focus groups and stakeholder interviews to gather valuable insights from internal teams, supporting our Voice of the Customer (VoC) efforts. If you thrive on solving challenges, streamlining operations, and collaborating with diverse teams, this position offers a chance to make a significant impact.

Experience that is applicable to this role includes: contact centers, reservation centers, ticket sales, customer service centers, or similar. Proficiency with Five9 or similar contact center systems, including IVR design and phone system optimization would also be applicable to this role, but not required.

Duties and Responsibilities ****

• Regularly review and update existing workflows and Standard Operating Procedures (SOPs) to ensure alignment with business goals and maximum efficiency.
• Assist in creating and implementing strategies to improve operational processes and drive measurable outcomes.
• Collaborate with the Operational Training Team to document and share updates to processes with relevant stakeholders.
• Handle Individual Rights Requests (IRR) promptly, ensuring all responses comply with company policies and legal requirements.
• Act as the Subject Matter Expert on Five9, assisting with new Interactive Voice Response (IVR) builds and phone system optimization to enhance customer and operational efficiency.
• Lead focus groups and conduct interviews with internal stakeholders and frontline team members to gather valuable feedback for our Voice of the Customer (VoC) initiatives.
• Review and validate reported technical issues through the contact center, ensuring appropriate resolution by the designated teams.
• Serve as the Subject Matter Expert (SME) for assigned projects and initiatives, offering insights and support to achieve successful outcomes.
• Perform other duties as assigned.

Qualifications

• 1+ years of experience in operational support, process improvement, or a similar role.
• Exposure to Five9 or similar contact center systems, including IVR and phone systems.
• Strong problem-solving skills with the ability to identify inefficiencies and implement effective solutions.
• Excellent verbal and written communication skills, with experience engaging stakeholders at all levels.
• Demonstrated ability to lead focus groups and stakeholder interviews to gather actionable insights.
• Highly organized and detail-oriented, with the ability to manage multiple projects and priorities.
• Strong time-management skills, able to thrive in a deadline-driven environment.
• Ability to communicate effectively in both written and oral formats in a professional manner.
• Proficiency in MS Outlook, Word, and Excel including creating spreadsheets, editing data, entering new data accurately.

#LI-Hybrid

Additional Information

Entertainment Benefits Group offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Basic Life and AD&D (Company Paid)
• Additional Voluntary Benefits (additional life, legal, critical care, and more)
• Flexible Work Arrangements
• 3 Weeks of PTO + 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Centers (location dependent)
• Annual Day of Giving
• Company Bonus Program
• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cards to full-time employees to experience and enjoy the savings marketplace!