Contact Center Knowledge Manager

Job Details

Shift Hours 8-4:30

Contact Center Knowledge role is responsible for all knowledge, training, and content - including (but not limited to) the following:

• Ensuring the successful design, build, configuration, testing, and use of project knowledge resources - including the Knowledge Management System.
• Overseeing, managing, and coordinating Contact Center staff training and development activities.
• Developing and revise training courses and prepares appropriate training catalogs.
• Preparing instructor materials (course outline, background material, and training aids);
• Preparing statements of policy and procedure to insure best in class, customer experience focused knowledge management
• Coordinate and work with the Government content team, the Contractor QA team, the training team, and agent feedback to identify CC content needs / gaps and ensure implementation of solutions.
• Consult with the Government on how to write content to fulfill the needs of a contact center.
• Consult with the Government on how to adapt website content to meet the needs of the CC.
• Consult with and / or directly assist the Government to review, modify, update, or create existing CC-specific content.
• Draft training content for CC agents.
• Draft a monthly action and improvement report that will include recommendations regarding content, QA, customer satisfaction (CSAT), training, etc.

Minimum Qualifications:

• Associate's Degree or equivalent relevant experience. Bachelor's Degree preferred.
• 0-2 years of experience.
• Proficient in speaking and writing in American English.
• Experience working at a contact center and deep knowledge of contact center
• trends and best practices.
• Experience developing content tailored to typical contact center needs.
• Familiarity with web content best practices including search engine optimization
• (SEO) and user intent.
• Industry leading certification for expertise preferred

Preferred Qualifications:

• Experience working with contact centers that offer Spanish language services
• and the best practices for this audience.
• Experience developing content for websites.

Other Job Specific Skills

• Excellent understanding of English grammar.
• Excellent editing skills.
• Demonstrated in-depth knowledge of Microsoft Office Products (Word, Excel, Visio, PowerPoint) and Adobe Acrobat Professional.
• Experience with desktop publication tools from Adobe and Microsoft.
• Ability to understand and articulate technical requirements and translate their requirements into technical documentation.
• Ability to express ideas and thoughts in a clear and concise manner.
• Strong organizational skills and attention to detail.
• Ability to multi-task in a fast-paced environment.
• Ability to meet deadlines and communicate progress against schedule.
• Writes in a clear and concise manner to be able to convey information to a variety of audiences.
• Willingness to work in a dynamic team environment.

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Job Requirements:

• Manage call center representatives and call performance
• Optimizing call center scheduling performance
• Reporting for call center team
• Ensure the call center department
• Achieve call center operational performance targets
• Support a growing call center
• Hire agents for the call center
• Perform call center duties including call center supervision, operations, and training
• Support a new call center platform
• Monitor operational and performance call center metrics
• Manage call center operations and operational reporting
• Managing a team of call center representatives
• Helping develop the outbound call center group
• Oversee the operations of the call center
• Implemented in the call center over time
• Giving feedback to the outbound call center team
• Ensure that the call center goals are met and supporting call center quality and training efforts
• Develop professional knowledge of call center staff
• Address issues, which affect call center operations
• Motivate and educate call center manager and agents