Contact Center Knowledge Manager

Contact Center Knowledge Role

Shift Hours 8-4 : 30

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 insure 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.

Minimum Qualifications :

Preferred Qualifications :

Other Job Specific Skills :