Contact Center Specialist Job at Business Needs Inc., Franklin, TN

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  • Business Needs Inc.
  • Franklin, TN

Job Description

Job Title: VCS Contact Center Operations Sr. Analyst

Location: 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.

Travel Required:

Must be able to travel outside the United States and adhere to existing travel policies.

20% travel requirement including international.

Frequent day travel between sites in the Nashville area.

Occasionally represent at offsite events. Includes evening events.

Job Tags

Long term contract, Afternoon shift,

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