Partner with both platforms team and line of business enablement to develop documentation and training for agent systems and tools to ensure thorough understanding
Execute content strategy to support new and ongoing platform deployments and develop additional training where necessary
Owner of process and platforms documentation ensuring that content is up to date, accurate, aligned with brand messaging and accessible through the most appropriate channel
Use data to evaluate content effectiveness, measure understanding and identify opportunities
Deliver virtual and in-person (when necessary) training to agent population
Qualifications :
4-6 years of content creation / writing experience preferably for agent populations
Through understanding of contact center organizations and agent tools
Experience building and delivering training to agent populations
Ability to work collaboratively as well as independently to complete tasks and projects
Ability to prioritize multiple projects and communicate timelines, challenges, and opportunities
Ability to build strong relationships with SMEs, cross functional partners, and stakeholders
You’re a storyteller with excellent written and verbal communication skills
Strong ability to connect the dots across multiple lines of business and agent populations, understanding how projects fit into the bigger picture
Strong critical thinking and creative problem solving skills
Comfortable challenging norms and questioning existing processes
Service Mindset- the customer experience is at the center of everything we do
What Values You’ll Share
Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
Aim High - Always challenging ourselves and others to raise the bar.
No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
One Team - Taking a highly collaborative approach to achieving success.
Lift As We Climb - Investing in developing others and helping others around us succeed.
Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.