Knowledge Manager - KCS V6 Certified

*Must possess a KCS v6 Practices Certificate in order to be considered for this role*

Summary: HCL is looking for a Knowledge Manager to manage, plan, organize and implement knowledge, training and development according to KCS standard, and to ensure that account’s quality and KCS goals and SLAs are met and operational excellence is achieved. The Knowledge Manager serves as a strategic partner to leaders and team members within the organization in support of quality development solutions that meet organizational goals and objectives. The Knowledge Manager is the KCS advocate, and ensures the KCS methodology is applied and followed. The Knowledge Manager is also responsible for overseeing a team of KCS coaches globally and for overseeing KCS, as well as quality assurance processes including targeting and analysis to ensure closed loop communication between Quality/KCS and other operations teams.

Essential Duties and Responsibilities

Quality and KCS

• Work with Operations and Client teams to ensure high level of quality and knowledge is maintained through training, root cause analysis and through following the KCS Solve and Evolve Loop
• Lead and participate in Global QA and knowledge calibration sessions to ensure account specific standards are met, account specific processes are followed and best practices are shared amongst the global teams
• Lead and participate in continual development of QA guidelines, to establish and implement quality assurance standards and procedures aligned with client requirement and corporate standards
• Lead and participate in Global QA target changes with Client and Operational teams to meet business requirement
• Monitor development of monthly QA targets as per client or management input.
• Ensure analysis of negative surveys is tracked each week with details of follow ups made with customers.
• Review weekly global QA and CSAT data for trends and analysis
• Review all aspects of Process Effectiveness: QA scores, Training scores, CSAT, etc. and coordinate corrective actions (additional training, targeted QA, etc.) with Operations teams
• Coach Supervisors and Training/QA resources in training development and delivery
• Monitor KCS adherence globally
• Monitor KCS Contribution index, KCS linking accuracy and any other KCS metrics as agreed with the client.
• Ensure the KCS role distribution amongst the team remains in line with the contractual agreement
• Coordinate external KCS trainings as needed
• Develop a KCS Coach program and ensure it is followed globally
• Develop KCS trainings and train global teams
• Partner and collaborate closely with client’s KCS Manager, and align on KCS processes to be followed globally by Operations teams

Reporting

• Ensure QA, Customer Satisfaction and KCS reports are developed and delivered to Operations and Client teams on weekly / monthly basis
• Ensure development and delivery of quality evaluation reports on a weekly / monthly basis. Reports include but are not limited to help desk technician performance reports as well as recommendations for remediation.

Supervisory Responsibilities

This role is responsible to manage and lead KCS Coaches globally, as well as subject matter experts, performing quality assurance. In conjunction, carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

Job Specifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

5 years of experience in a Knowledge Management role

Bachelor Degree

Multi-learning solutions delivery experience (E-learning, Web-based, Computer-based Training) a plus. Strong presentation skills with the ability to facilitate successful learning for individuals or groups. Contact Center, as well as, project management, or organizational effectiveness experience is essential.

Utilizing knowledge building, sharing, and knowledge management skills to promote and encourage sharing and learning culture

Holding a KCS v6 Practices Certificate . Has deep knowledge of KCS processes

Computer/Technical Skills

Must be proficient in Microsoft Office products. Experience with CRM products is preferred.

Certificates, Licenses, Registrations

KCS v6 Practices certification

Skills:

• Excellent oral and written communication skills in English
• Understanding of Adult Learning Theory
• Multitasking & leadership capabilities.
• Instructional Design skills
• Ability to work in teams
• Self-motivated
• Ability to coach and develop team members
• Excellent classroom delivery presentation skills
• Understanding of training project management methodologies
• Core project management, prioritization and customer service skills
• Advanced knowledge of Microsoft Suite, CRM and standard Internet applications
• Advanced quantitative and qualitative analysis skills

HCL Technologies is an Equal Opportunity Employer - EOE, M/F, D/V.
https://www.hcltech.com/candidate-privacy-notice

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Plainsboro, NJ 08536: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you KCS v6 Practices certified?

Experience:

• Knowledge management: 3 years (Required)
• CRM software: 3 years (Required)

Willingness to travel:

• 25% (Required)

Work Location: One location