Contact Center Knowledge Manager
New
J
JobgetherContact Center Operations
Based in the United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 4–6 years
- Required Skills
- Data AnalysisSalesforceCRM
Requirements
- Bachelor's degree in Knowledge Management, Information Systems, Business Administration, or a related field.
- 4–6 years of experience managing knowledge management processes within contact center environments.
- Proven expertise in content analysis, document management, data capture, workflow optimization, portal administration, and data warehousing.
- Experience configuring, operating, and maintaining CRM systems, including knowledge management integrations with digital channels such as chatbots and intelligent IVR platforms.
- Hands-on experience with Salesforce or similar CRM platforms.
- Strong experience developing and maintaining SOPs, knowledge articles, and content governance processes.
- Demonstrated ability to design and deliver training programs related to knowledge management tools and processes.
- Excellent technical writing, data analysis, and strategic planning capabilities.
- Strong organizational skills, attention to detail, and ability to adapt to changing priorities.
- Proactive mindset with strong problem-solving abilities and risk mitigation skills.
- Excellent communication and stakeholder management skills.
Responsibilities
- Manage and maintain contact center knowledge management processes, including content analysis, document management, data capture, portal administration, shared repositories, workflow management, and data warehousing activities.
- Develop, implement, and continuously improve knowledge management strategies and governance processes.
- Create and maintain Standard Operating Procedures (SOPs) related to knowledge management practices and content lifecycle management.
- Oversee content review processes, including identifying outdated information, revising existing articles, approving new content, and ensuring knowledge accuracy.
- Support the integration of knowledge management solutions with CRM platforms and digital customer engagement tools.
- Develop and deliver training programs that educate staff on knowledge management tools, processes, and content contribution practices.
- Monitor knowledge base effectiveness and recommend improvements to enhance customer experience and operational efficiency.
- Collaborate with stakeholders to identify knowledge gaps, mitigate risks, and support continuous improvement initiatives.
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