Content Manager

Shift hours 8-4 : 30

Responsible for managing a team of Content Research Analysts that creates new content, performs content data entry, designs content, oversees processing of daily escalations, research requests, special projects, and contact center focused operational activities; interface with federal government Subject Matter Experts (SMEs) to discuss and present resolutions for multiple special interests; attend meetings to contribute to the internal branding and universal message of the federal government customer support services; serve as the primary point of contact for the Content Team that would interface with the customers; analyze potential areas of improvement for the program and conduct / manage the necessary implementation events.

Key Responsibilities

Researching, writing, and updating federal government content within a Customer Relationship Management (CRM) database.

Responsible for managing a team of Content Research Analysts that create and modify content.

Analyze potential areas of improvement for the program and conduct / manage the necessary implementation events.

Analyze and shift priorities to ensure deadlines established on the content calendar are met.

Manage and analyze data using Microsoft Excel.

Required Qualifications

Bachelor's Degree or equivalent.

Minimum six (6) years of experience in research analysis and writing content.

Familiarity and ability to document process flow in a business environment

Ability to conduct meetings with both internal and external stakeholders

Experience reviewing standards and conducting periodic updates

Experience managing a team of content analyst staff

Experience with Process Improvement Methodologies

Proficiency in Microsoft Office (Excel, Outlook, PowerPoint, and Word).

Other Job Specific Skills

Superb written and verbal communication skills.

Strong leadership and interpersonal skills.

Extensive customer service skills.

Powerful problem solving and organization skills.

Advanced knowledge of customer service and related business methods.

Keen attentional to detail and focus on accuracy.

Ability to develop and mentor an effective customer service team.

Dedication to consistent progress towards set objectives.

Ability to build and maintain good working relationships with all customers and staff.

Ability to remain calm and courteous towards customers, staff, management and leadership in periods of stress.

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