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Contact Center Knowledge Manager
Contact Center Knowledge ManagerHighlight • District of Columbia, US
Contact Center Knowledge Manager

Contact Center Knowledge Manager

Highlight • District of Columbia, US
30+ days ago
Job type
  • Full-time
Job description


Highlight is seeking a Knowledge Manager to support a contact center for a federal civilian customer.


Responsibilities

  • Maintain contact center knowledge management procssess related to content analysis, document management, data capture, portal operations & maintenance, shared storage locaions and data warehousing
  • Develop Standard Operating Procedures (SOPs) as they related to Knowledge Management
  • Develop knowledge training programs for staff on how to use the KM IT Tool

Qualifications

  • 4-6 years experience managing and maintaining contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, workflow, and data warehousing
  • 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.

  • Bachelors degree in Knowledge Management or related field

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Contact Center Knowledge Manager • District of Columbia, US

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