Contact Center Knowledge Manager

Empower AI Inc. • Remote,

6d

About The Position

Empower AI is seeking a Contact Center Knowledge Manager to support a contact center for a federal civilian customer. This role involves maintaining contact center knowledge management processes, developing Standard Operating Procedures (SOPs) related to Knowledge Management, and creating knowledge training programs for staff on how to use the KM IT Tool.

Requirements

• Bachelor's degree in Knowledge Management, Information Systems, or related field.
• 4-6 years experience managing and maintaining contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, workflow, and data warehousing.
• Technical expertise in CRM configuration, operations, and maintenance, as well as KM integration with digital properties (e.g., Intelligent IVR, Chatbot).
• Relevant experience as a KM within Department of Transportation (DOT)
• Experience with Salesforce as a CRM
• Expertise in developing Standard Operating Procedures (SOPs) as they relate to Knowledge Management including flagging articles for revision, editing, and approving new content, and auditing existing articles and customer experience.
• Experience developing a knowledge training program to teach employees how to use the KM IT Tool and contribute articles to the KM database.
• Technical writing, data analysis and strategic planning skills.
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.

Responsibilities

• Maintain contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations and data warehousing
• Develop Standard Operating Procedures (SOPs) as they relate to Knowledge Management
• Develop knowledge training programs for staff on how to use the KM IT Tool

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level