What are the responsibilities and job description for the Content Planning and Production Specialist position at CEF Solutions Inc?
CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients in the Customer Service industry have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.
Company website: https://CEF.inc
JOB DESCRIPTION:
As part of the Content Production Team, this role delivers support content for all products, to be used by agents and customers. The primary responsibility is content production, including product discovery, analysis of data and comments, content mapping, technical reviews, incorporating SEO recommendations, and vetting before publishing. All content is customized for each product, and is audited regularly to ensure it is always up-to-date. We are looking for team players, with good time management and organizational skills, as well as good written and verbal communication skills.
ROLE AND RESPONSIBILITIES:
• Understand the products and services, as well as product issues that impact customer service
• Complete reviews of content being offered to Customers and Agents
• Collaborate and align with internal teams to obtain an in-depth understanding of the products
• Collaborate with Planning & Production teams and Senior leadership to identify, develop, and implement action plans based on reported issues
• Support implementation of approved ideas as directed by Management, Planning and Production teams.
• Provides any risk callouts to Planning and Production Senior leadership
• Conduct research for product launches and/or ad hoc projects to understand and create content that accurately supports the launch/project
• Participate, manage, and report on assigned special projects
• Create and update support content based off of Planning Audits and feedback
• Prioritize and execute tasks in a fast-paced changing environment
• Adhere to standards set by other teams for the presentation of content
• Communicate with product support teams to report any missing resources
QUALIFICATIONS:
• College or technical college degree – required
• Consumer Electronic product knowledge – required
• At least 3 years of work experience in technical support in a Call Center – required
• 1 to 2 years of work experience as a Project Manager – required
• Strong technical writing and editing skills
• Exceptional skills in Microsoft 365 Office, including Project, Excel, PowerPoint, and Word
• Team-oriented, but able to work independently and manage multiple tasks
• Self-directed, self-motivated, and results-oriented
• Very strong time management and organizational skills
• Ability to work in a fast-paced environment
• Understanding of Android Operating Systems
• Excellent verbal and written communication skills
• Solid Relationship Management and Project Management skills
• Enjoy working within a dynamic environment and ability to exhibit calm under pressure
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