What are the responsibilities and job description for the Contact Center Knowledge Manager position at ISN Corporation?
Company Description
Company Description
Headquartered in Bethesda, Maryland, ISN Corporation is a nationwide provider of specialized professional services to Federal government agencies. ISN's portfolio includes work with over 100 Federal agencies.
ISN Corporation has been awarded a place in the Washington Business Journal's list of the 50 Fastest Growing Government Contractors. ISN is also on the Business Inc. Magazine's 5000
List of Fastest Growing Private Companies for the last two years.
ISN Corporation offers many competitive benefits to its employees, including:
- Major medical insurance with prescription coverage
- Dental plan
- Flexible spending
- Short-term and long-term disability benefits at no cost to employees
- Basic life insurance at no cost to employees
- Retirement Plan
- Paid leave with accrual beginning at Date of Hire
Job Description
ISN is seeking a dynamic and experienced Knowledge Manager for a large, high-volume government omni channel contact center. This successful person will be responsible for developing, implementing, and managing knowledge management strategies and systems to enhance the efficiency and effectiveness of the organization. The Knowledge Manager will ensure that critical information and knowledge are captured, organized, and accessible to employees, fostering an environment of continuous learning and improvement.
Qualifications
- 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.
Experience:
- 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.
- Experience developing a knowledge training program to teach employees how to use the KM IT Tool and contribute articles to the KM database.
Education:
Bachelor's degree in Knowledge Management, Information Systems, or related field.
Additional Information
ISN Corporation is an Equal Opportunity Employer
ISN Corporation is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, disability status, marital status, genetic information, or any other characteristic protected by law.
ISN Corporation is a Drug-Free Workplace. Candidates are required to pass a pre-employment background investigation before beginning employment.
