Contact Center Operations Manager

1 week ago


Franklin TN, United States Business Needs Inc. Full time $60,000 - $80,000 per year

Job Title: Contact Center Operations Analyst

Location: Franklin, TN

On-site - 4 days/wk, 1 day remote

Duration: Long term Contract

Key Responsibilities

  • Monitor and analyze VCS Contact Center operations to identify trends, gaps, and opportunities for process improvements.
  • Develop and present performance reports, KPIs, and data-driven insights to management.
  • Coordinate cross-functional initiatives aimed at enhancing service delivery, efficiency, and customer satisfaction.
  • Support implementation of new systems, tools, and technologies in the Contact Center environment.
  • Partner with vendors and internal teams to ensure operational compliance and service quality standards are met.
  • Represent Nissan at internal and external meetings, training sessions, and events as needed.
  • Provide recommendations to leadership for improving operational procedures and customer experience strategies.
  • Support testing, documentation, and rollout of Connected Services updates or program enhancements.


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