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Outbound Senior Call Center Agent

4 months ago

Murfreesboro, United States Kelly Full time
Exciting opportunity to join Nissan as an Outbound Senior Agent In Murfreesboro, TN. (hybrid role)

Job Overview:
  • Has supervisory responsibilities over one of the Nissan Regional Consumer Affairs Specialists (RCAS) call center teams to improve overall agent quality and performance. Handles supervisor callbacks and provides feedback to the RCAS as necessary. Is available throughout the day as a resource for the RCAS.
  • Collaborates with the Consumer Affairs Training and Quality group to identify agent and supervisory training requirements to improve the overall performance of the RCAS agent group. Coordinates with the Nissan field organization to maintain continuous improvement performance and to ensure that Consumer Affairs is acting as the “Voice of the Customer.”
  • Reports directly to the Team Lead, Consumer Affairs Operations at the Customer Resource Center (CRC) in Murfreesboro, TN.
  • Contributes to building brand value and achieving enduring profitable growth.

Job Functions:
  • Monitors the performance of a RCAS call center team (regional assigned team, approximately 8 -12 contract agents).
  • Ensures individual RCAS agents achieve their daily customer commitments in term of callbacks and follow-up activities.
  •  Conducts supervisor callbacks as necessary or required.
  • Available as a resource to the RCAS agents throughout the day for questions and assistance.
  • Reviews and approves customer check request reimbursements for timeliness, coding, and overall accuracy prior to approval. Audits check requests as required.
  •  Supports a climate of positive work environment that encourages RCAS agent job satisfaction. As necessary, performs other related duties of which the above are representative.

Job Knowledge and Skill:
Excellent analytical skills; excellent interpersonal, oral and written communication skills; strong conflict resolution skills; good presentation skills. Good organization, project management, workflow management and process improvement skills.  Good problem solving and decision-making skills.

Hours: 8:00 am-5:00pm but must be flexible to work between the hours of 7am-7pm.

Education:
Bachelor’s degree is required.

Computer Skills:
Thorough computer knowledge such as word processor, spreadsheet, other PC applications, or mainframe applications to resolve complex problems in day-to-day situations.

Perks:
  • Weekly Pay
  • 16 paid holidays
  • 10 days of Paid Time Off
  • Enhanced Medical Benefits
  • Kelly Perks-Discount Program

What happens next?
Once you apply, you’ll proceed to next steps if your skills and experience look like a good fit. But don’t worry—even if this position doesn’t work out, you’re still part of our network. That means all of our recruiters will have access to your profile, expanding your opportunities even more. 

Helping you discover what’s next in your career is what we’re all about, so let’s get to work. Apply to be a NISSAN Outbound Senior Agent today
P#1

 
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.