Job Description

As a Coordinator, Operational Optimization you will help improve operational processes and enhance efficiency across the operation. This role will involve reviewing existing workflows, supporting process improvement initiatives, and serving as the subject matter expert for our contact center systems. Additionally, you will 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.

Duties and Responsibilities ****

• Identify recurring issues, inefficiencies, and emerging trends within operations by proactively investigating workflows, bottlenecks, and gaps.
• Recommend actionable, strategic solutions that align with business goals, enhance performance, and improve service delivery.
• Collaborate with the Operational Training Team to document and share updates to processes with relevant stakeholders.
• Process Individual Rights Requests (IRR) promptly, ensuring all responses comply with company policies and legal requirements.
• Conduct interviews with internal stakeholders and frontline team members to gather valuable feedback for Operational challenges and 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.

#LI-Hybrid

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field preferred; equivalent work experience considered.
• 1+ years of experience in operational support, process improvement, or a similar role.
• 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.
• Experience with software tools for data management, project management, or case management. (e.g. Excel, CRM, Zendesk, JIRA)
• Able to work onsite in the office weekly on Tue/Thurs.

Additional Information

EBG offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Company Paid Basic Life and AD&D
• Additional Voluntary Benefits
• Flexible Work Arrangements
• 3 Weeks of PTO + 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Reimbursement Program
• Annual Day of Giving
• 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!

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.