Knowledge Manager

Knowledge Manager

Onsite - Muskogee, OK

US Citizenship Required

Bring your passion for content and training to a career that makes a difference and shape the future of our Contact Center. This role is working with the General Services Administration connecting federal agencies with the public!

The Contact Center Knowledge Manager 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.

Shift Hours 8-4 : 30

Minimum Qualifications :

Preferred Qualifications :

Other Job Specific Skills

#cjpost