Contact Center Operations Manager

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.