ASM Research · 4 months ago
Contact Center Knowledge Manager
Muskogee, OK, 74401, United States
Full-time
Onsite
New Grad, Entry Level
0+ years expASM Research is seeking a Contact Center Knowledge Manager responsible for overseeing knowledge management, training, and content for their contact center operations. The role involves designing and implementing training resources, managing staff development, and ensuring high-quality content delivery to enhance customer experience.
Information Technology & Services
Responsibilities
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 revise training courses and prepares 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
Qualification
Required
Associate's Degree or equivalent relevant experience. Bachelor's Degree preferred
0-2 years of experience
Proficient in speaking and writing in American English
Experience working at a contact center and deep knowledge of contact center trends and best practices
Experience developing content tailored to typical contact center needs
Familiarity with web content best practices including search engine optimization (SEO) and user intent
Industry leading certification for expertise preferred
Excellent understanding of English grammar
Excellent editing skills
Demonstrated in-depth knowledge of Microsoft Office Products (Word, Excel, Visio, PowerPoint) and Adobe Acrobat Professional
Experience with desktop publication tools from Adobe and Microsoft
Ability to understand and articulate technical requirements and translate their requirements into technical documentation
Ability to express ideas and thoughts in a clear and concise manner
Strong organizational skills and attention to detail
Ability to multi-task in a fast-paced environment
Ability to meet deadlines and communicate progress against schedule
Writes in a clear and concise manner to be able to convey information to a variety of audiences
Willingness to work in a dynamic team environment
Preferred
Experience working with contact centers that offer Spanish language services and the best practices for this audience
Experience developing content for websites
Company
ASM Research
ASM Research, an Accenture Federal Services Company, is an information solutions integrator and a leading provider of innovative technology solutions and advanced analytical services for the Federal government.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Eugene Bailey
BMC-Operator
Michael Robinson
CIO
Recent News
2023-12-24
2023-12-24
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