Operations Coordinator

Company Overview

EBG is an e-commerce solutions provider specializing in travel and entertainment, and also offering retail products and services, voluntary benefits and insurance. EBG powers a robust portfolio of technology solutions and operates a network of employer and membership-based platforms reaching a captive audience, providing leading brands with incremental distribution opportunities. EBG's expanded network reaches over 100 million users from participating companies and closed loop affinity and membership groups.

EBG owns and operates one of the largest and most comprehensive employee savings programs in the country — serving over 40,000 corporate clients through its proprietary platforms Ticketsat Work, Plum Benefits, Working Advantage and Beneplace. EBG is a b2b2c company headquartered in Miami (Aventura), with offices in New York, Orlando, and Austin. We offer a hybrid work environment with a balance of collaboration and flexibility.

The Coordinator, Operations will assist the Manager, Operations with daily functions and will problem‑solve and make recommendations for improvements to workflows and processes through monitoring of all communication channels. Support other departments in identifying, verifying, analyzing and implementing process improvement. Support the delivery of better value and greater efficiency through the identification and elimination of unnecessary roadblocks to customer success. Foster a culture of problem solving and process improvement throughout departments.

Conduct daily audits on reports associated with the contact center operation.

• Actively audit financial reports to protect EBG assets through identifying risk areas, potential losses to EBG, process weaknesses and operational issues. Indicate areas where risk or potential losses are found in order to generate a more complete picture of financial responsibility.
• Actively audit various systems and methods used in the department to ensure quality service is being delivered. Such systems or methods include, but not limited to:
  Email, Chat , Voice Recording Systems, EBG'S ADMIN System, and other systems, when applicable.
• Be able to communicate efficiently and effectively within EBG departments, EBG partners and with the general public. This includes, but not limited: to interactions in person, over the phone and through email communication.
• Effectively communicate process activities, issues and successes with all departments and encourage ongoing identification of issues, solutions and problem‑solving solutions.
• Professionally engages and interacts with guests, employees and other departments presenting a friendly, approachable demeanor and a willingness to serve.
• Must be proficient in diffusing customer escalations while supporting the companies’ goals and initiatives.
• Responsible for enhancing the customer experience and building loyalty through participating in strategic plans to ensure customer satisfaction.
• Daily utilize data‑based methods to help diagnose the organization from 5 key perspectives: customer, financial, team/culture, process and learning to identify key improvement areas.
• Taking improvement areas, creating practical and interlocked plans that identify and use the best improvement methods to solve problems, execute the plan, measure results, learn and effectively install the changes.
• Must be willing to work a flexible schedule, including weekends and holidays.
• Performs other duties as assigned.

• Bachelor’s degree preferred
• Must be a confident, energetic team member who will function as a key player in the department and promote a positive work environment.
• Must have a keen eye for detail and understanding of company processes
• Must be self‑directed when applicable
• Comprehensive knowledge of Microsoft applications, Word, Outlook, Excel, Teams.
• High energy, ability to remain focused on goals, working independently.
• Ability to communicate effectively both written and oral in a professional manner.
• Ability to multi‑task, be a team player, and have strong organizational skills.
• Previous management experience preferred
• Bi‑lingual a plus (Spanish)

• 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!

• Seniority level:
  Associate
• Employment type:
  
  Full‑time
• Job function:
  Administrative
• Industry: Travel Arrangements

All your information will be kept confidential according to EEO guidelines.