Knowledge Management Specialist

1 week ago

Washington, United States Highlighttech Full time
Job Summary

We are seeking a highly skilled Knowledge Manager to support our contact center at Highlighttech. The successful candidate will be responsible for maintaining and developing our knowledge management processes to ensure seamless customer interactions.

Key Responsibilities
  • Process Management: Develop and maintain contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, and data warehousing.
  • Standard Operating Procedures: Create and update Standard Operating Procedures (SOPs) as they relate to Knowledge Management, ensuring compliance and efficiency.
  • Training and Development: Design and deliver knowledge training programs for staff on how to effectively use our Knowledge Management IT Tool.
Requirements
  • Experience: 4-6 years of experience in managing and maintaining contact center knowledge management processes, with a strong background in content analysis, document management, data capture, portal operations & maintenance, shared storage locations, workflow, and data warehousing.
  • Technical Expertise: Proven technical expertise in CRM configuration, operations, and maintenance, as well as Knowledge Management integration with digital properties (e.g., Intelligent IVR, Chatbot).
  • Qualifications: Bachelor's degree in Knowledge Management or a related field, with a strong focus on technical writing, data analysis, and strategic planning.

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