Contact Center Knowledge Manager

4 weeks ago

Washington, Washington, D.C., United States Highlight Full time

Highlight is seeking a Knowledge Manager to support a contact center for a federal civilian customer. The ideal candidate will have experience in maintaining contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, and data warehousing.

Responsibilities
  • Maintain contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, and data warehousing.
  • Develop Standard Operating Procedures (SOPs) as they relate to Knowledge Management.
  • Develop knowledge training programs for staff on how to use the KM IT Tool.
Qualifications
  • 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.
  • Technical writing, data analysis, and strategic planning skills.
  • Bachelor's degree in Knowledge Management or related field.

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