Contact Center Knowledge Manager

3 weeks ago

Washington, United States Highlight Technologies Full time
About the Role

We are seeking a highly skilled Contact Center Knowledge Manager to join our team at Highlight Technologies. As a key member of our organization, you will be responsible for maintaining and developing our contact center knowledge management processes.

Key Responsibilities
  • Knowledge Management Process Development: 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 (SOPs): Develop SOPs as they relate to Knowledge Management, including flagging articles for revision, editing, and approving new content, and auditing existing articles and customer experience.
  • Knowledge Training Programs: Develop knowledge training programs for staff on how to use the KM IT Tool.
Requirements
  • Experience: 4-6 years of 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: Technical expertise in CRM configuration, operations, and maintenance, as well as KM integration with digital properties (e.g., Intelligent IVR, Chatbot).
  • Standard Operating Procedures (SOPs): Expertise in developing SOPs as they relate to Knowledge Management.
  • Technical Writing and Data Analysis: Technical writing, data analysis, and strategic planning skills.
  • Education: Bachelor's degree in Knowledge Management or related field.
About Highlight Technologies

Highlight Technologies is a leading provider of Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology, understands how our customers and their stakeholders work, and knows how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.

We are an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to fostering diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.

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