Sr. Planner, VCS Contact Center Operations Analyst Job Listing at Kelly Services in Franklin, TN (Job ID US3617736_BH10004404)

Description

Job Summary:
Kelly Services in partnership with Nissan North America is seeking a proactive and professional Senior Planner for Vehicle Connected Services Contact Center Operations. This role is critical in monitoring and managing vendor performance against established KPIs, providing direction on escalated customer issues, and suggesting process improvements to enhance customer experience.

Location:
Franklin, TN
In office Monday-Thursday, remote on Friday
Pay: $43.75

Key Responsibilities:

• Monitor, manage, and recommend CQ-VCS KPI vendor objectives to mitigate financial risk and retain customer loyalty.
• Provide direction on escalated customer files, coordinating with the NNA/NCI legal department.
• Develop and revise Standard Operating Procedures (SOPs) as needed to improve customer resolution processes.
• Collaborate with internal departments (Training, IS, Techline, NESNA, Campaigns, AP, VCS Ops) to enhance overall customer experience.
• Set standards for vendors to retain existing NNA/NCI customers through effective goodwill expenditures.
• Analyze and distribute data reflecting current vendor agent performance levels and implement corrective action plans as necessary.
• Ensure vendor compliance with NNA policies, procedures, and Statement of Work (SOW).
• Oversee the implementation of VCS Affairs SOP updates and revisions via Salesforce.
• Review and ensure accuracy of goodwill reimbursements before approval; audit vendor check requests as required.
• Identify training requirements and coordinate vendor remediation activities.

Job Knowledge and Skills:

• Excellent analytical, interpersonal, oral, and written communication skills.
• Strong conflict resolution and presentation skills.
• Good organizational, project management, workflow management, and process improvement abilities.
• Knowledge of customer service, consumer affairs, customer satisfaction, marketing, parts service operations, sales operations, and VCS Statement of Work.
• Salesforce experience preferred; familiarity with Power BI is a plus.

Experience:

• Minimum 5 years of directly related professional experience.
• Preferred; one to two years in a call center role or contractors, which includes training, assigning work, and conducting performance evaluations.

Education:

• Bachelor's degree is required

Benefits Include:

• Weekly Pay
• 16 Paid Holidays
• 2 Weeks Paid Time Off (accumulated)
• Enhanced Medical Benefits
• Kelly Perks – Discount Program

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 is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly 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. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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