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The Process Improvement Coordinator supports the identification, planning, and execution of process improvement initiatives within the Guest Services department. This role assists in coordinating cross-functional and cross-market projects, collaborating closely with leadership to develop and implement action plans that align resources, training, and timelines to drive operational efficiency and continuous improvement.
Position Description
Essential Duties and Responsibilities include the following. Other duties may be assigned.
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- Audit internal processes and assist leadership in identifying process improvement opportunities.
- Research issues and assist in evaluating and defining project requirements, scope, and objectives.
- Provide support and coordination throughout all phases of project life cycles, including User Acceptance Testing (UAT) for technology updates.
- Act as the IT liaison by helping prioritize the IT roadmap and completing UAT for key software updates and upgrades.
- Manage the project management calendar, track project activities, and report on progress.
- Perform administrative tasks, including preparing project outlines, scheduling meetings, and coordinating training.
- Complete tasks assigned by the Manager in an efficient and timely manner.
- Support the development and implementation of tools, training, SOPs, and reference materials necessary for team success.
Qualifications
Education/Experience: Bachelor's degree (B. A. or B. S.) or equivalent from four-year college in business management or related field. 2 years of experience in either a fast-paced call center or project management support role. Minimum 5 years of experience within a call center or customer service environment. Proven analytical skills are necessary to resolve problems and look for solutions. Equivalent combination of educat
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