What are the responsibilities and job description for the Contact Center Knowledge Manager position at Highlight?
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
Bachelor's degree in Knowledge Management, Information Systems, or related field.
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).
Relevant experience as a KM within Department of Transportation (DOT)
Experience with Salesforce as a CRM
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.
Experience developing a knowledge training program to teach employees how to use the KM IT Tool and contribute articles to the KM database.
Technical writing, data analysis and strategic planning skills.
Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.
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