(1109436) Knowledge & Insights Analyst

Diversified Services Network, Inc.•Peoria, IL

6d•$65,000 - $70,000•Hybrid

About The Position

The Knowledge & Insights Analyst plays a key role in identifying knowledge article needs and driving initiatives that deliver a world-class customer experience. This individual will develop effective knowledge article templates and create customer- and agent-facing knowledge articles, while leading knowledge efforts for our digital support and contact center operations. The role partners closely with third-party contact centers and internal teams to ensure knowledge content remains accurate, understandable, and up to date. This position is part of a training and knowledge team of four professionals performing this same role.

Requirements

5+ years of experience in knowledge management, content development, or a related capacity
2+ years of combined experience within a contact center environment developing knowledge articles for frontline agents
Superior verbal and written communication skills
Strong interpersonal and human relations skills
Internally motivated, proactive, and eager to learn

Nice To Haves

Customer service background a plus
Experience analyzing data via Power BI dashboards and/or Google Analytics a plus

Responsibilities

Identify knowledge article needs and drive knowledge initiatives that support the organization's brand promise
Develop effective knowledge article templates for customer- and agent-facing content
Build, refresh, and maintain knowledge articles that deliver a world-class customer experience
Lead knowledge efforts for digital support and contact center operations
Partner with third-party contact centers and internal teams to ensure knowledge articles are understandable, accurate, and current
Collaborate with team members on building frontline agent processes
Analyze customer behavior data and make recommendations based on findings
Test and utilize tools such as Salesforce, Power BI, and Google Analytics
Attend business meetings as needed to support knowledge initiatives