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Contact Center Knowledge Manager

Contact Center Knowledge Manager

ASM ResearchMuskogee, OK, US
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Contact Center Knowledge Role

Shift Hours 8-4 : 30

The 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 revising training courses and preparing 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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    Contact Center Manager • Muskogee, OK, US