Knowledge & Communications Specialist - Contact Center

KnitWell Group • Pataskala, OH

20d • Hybrid

About The Position

The Knowledge & Communication Specialist is responsible for acquiring, organizing, and sharing information to enhance Contact Center operations, improve decision-making processes, and increase associate engagement. This role supports the development of knowledge management strategies and internal communications. The specialist will collaborate closely with cross-functional teams to maintain and enhance the company’s knowledge base and oversee internal communication strategies that align with business objectives.

Requirements

• Excellent written and verbal communication skills, with the ability to craft clear, concise, and engaging content.
• High School diploma, GED, or Bachelor’s degree preferred.
• 2+ years of experience in knowledge management, corporate communications, or content development.
• Strong ability to organize and present information effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneDrive, SharePoint, and Teams).
• Strong interpersonal skills with the ability to collaborate effectively across teams.
• Highly adaptable, proactive, and able to manage multiple projects with minimal supervision.
• Strong attention to detail and ability to meet deadlines.
• Ability to work a flexible schedule to meet business needs.

Nice To Haves

• Experience with Contact Center systems (e.g., knowledge base, IVR, CRM, and OMS) is a plus.

Responsibilities

• Develop and implement knowledge management strategies that support operational efficiency and business goals.
• Curate, maintain, and audit a centralized knowledge base to ensure accuracy, accessibility, and relevance.
• Develop and maintain self-service knowledge articles for customer-facing platforms.
• Establish and foster partnerships with business units to enhance collaboration and knowledge-sharing.
• Create and manage internal communication strategies to ensure associates receive timely, clear, and engaging updates.
• Maintain the internal SharePoint site with up-to-date policies, marketing updates, product knowledge, and promotions.
• Collaborate with Contact Center leaders to ensure consistent messaging on brand updates, customer-facing concerns, and associate initiatives.
• Develop and distribute communications related to process changes, customer experience updates, and engagement programs.
• Act as a communications liaison to ensure messaging aligns with company and brand voice.
• Work closely with leadership teams to support new initiatives and system changes.
• Serve as a key point of contact between internal teams, third-party vendors, and associates to drive efficient and effective communication.
• Ensure communication efforts align with employee retention and satisfaction goals.

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.
• Medical, dental, vision insurance & 401(K).
• Employee Assistance Program (EAP).
• Time off – paid time off & holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED