Contact Center Knowledge Manager

ASM Research • Muskogee, OK

99d

About The Position

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 ensure 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.

Requirements

• 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 with knowledge of trends and best practices.
• Experience developing content tailored to contact center needs.
• Familiarity with web content best practices including SEO and user intent.
• Industry leading certification for expertise preferred.

Nice To Haves

• Experience working with contact centers that offer Spanish language services.
• Experience developing content for websites.

Responsibilities

• Ensure the successful design, build, configuration, testing, and use of project knowledge resources.
• Oversee, manage, and coordinate Contact Center staff training and development activities.
• Develop and revise training courses and prepare appropriate training catalogs.
• Prepare instructor materials including course outlines, background material, and training aids.
• Prepare statements of policy and procedure for knowledge management.
• Coordinate with Government content team, Contractor QA team, training team, and agent feedback.
• Consult with the Government on writing content for contact center needs.
• Consult on adapting website content for contact center requirements.
• Assist the Government in reviewing, modifying, updating, or creating CC-specific content.
• Draft training content for CC agents.
• Draft a monthly action and improvement report with recommendations.

Benefits

• Monetary compensation is one component of ASM's overall compensation and benefits package.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree