Highlight is seeking a Knowledge Manager to support a contact center for a federal civilian customer.
Technical expertise in CRM configuration, operations, and maintenance, as well as KM integration with digital properties (e.g., Intelligent IVR, Chatbot).
Expertise in developing Standard Operating Procedures (SOPs) as they relate to Knowledge Management including flagging articles for revision, editing, and approving new content, and auditing existing articles and customer experience.
Technical writing, data analysis and strategic planning skills.
Contact Center Knowledge Manager • District of Columbia, US
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