Kelly · 1 day ago
Sr. Planner, VCS Contact Center Operations Analyst
Franklin, TN
Full-time
Hybrid
Senior Level
$43.75/hr - $43.75/hr
5+ years expKelly 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.
OutsourcingProfessional Services
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
Qualification
Required
Minimum 5 years of directly related professional experience
Bachelor's degree is required
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 required
Preferred
One to two years in a call center role or contractors, which includes training, assigning work, and conducting performance evaluations
Familiarity with Power BI is a plus
Benefits
Weekly Pay
16 Paid Holidays
2 Weeks Paid Time Off (accumulated)
Enhanced Medical Benefits
Kelly Perks – Discount Program
Medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability
Retirement savings plan
Service bonus and holiday pay plans (earn up to eight paid holidays per benefit year)
Transit spending account
Paid sick leave under the applicable state or local plan
Company
Kelly
We’ve been helping organizations find the people they need longer than any other company in the world.
10001+ employees
H1B Sponsorship
Kelly has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (85)
2024 (76)
2023 (59)
2022 (74)
2021 (81)
2020 (65)
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Chris Layden
Chief Executive Officer
N
Nicholas Zuhlke
Vice President, Controller, and Chief Accounting Officer
Recent News
Kelly Services, Inc.
2025-11-08
2025-11-08
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