Contact Center Knowledge Manager

Shift Hours 8-4:30

Contact Center Knowledge role is responsible for all knowledge, training, and content - including (but not limited to) the following:

• Ensuring the successful design, build, configuration, testing, and use of project knowledge resources - including the Knowledge Management System.
• Overseeing, managing, and coordinating Contact Center staff training and development activities.
• Developing and revise training courses and prepares appropriate training catalogs.
• Preparing instructor materials (course outline, background material, and training aids);
• Preparing statements of policy and procedure to insure best in class, customer experience focused knowledge management
• Coordinate and work with the Government content team, the Contractor QA team, the training team, and agent feedback to identify CC content needs / gaps and ensure implementation of solutions.
• Consult with the Government on how to write content to fulfill the needs of a contact center.
• Consult with the Government on how to adapt website content to meet the needs of the CC.
• Consult with and / or directly assist the Government to review, modify, update, or create existing CC-specific content.
• Draft training content for CC agents.
• Draft a monthly action and improvement report that will include recommendations regarding content, QA, customer satisfaction (CSAT), training, etc.

Minimum Qualifications:

• Associate's Degree or equivalent relevant experience. Bachelor's Degree preferred.
• 0-2 years of experience.
• Proficient in speaking and writing in American English.
• Experience working at a contact center and deep knowledge of contact center
• trends and best practices.
• Experience developing content tailored to typical contact center needs.
• Familiarity with web content best practices including search engine optimization
• (SEO) and user intent.
• Industry leading certification for expertise preferred

Preferred Qualifications:

• Experience working with contact centers that offer Spanish language services
• and the best practices for this audience.
• Experience developing content for websites.

Other Job Specific Skills

• Excellent understanding of English grammar.
• Excellent editing skills.
• Demonstrated in-depth knowledge of Microsoft Office Products (Word, Excel, Visio, PowerPoint) and Adobe Acrobat Professional.
• Experience with desktop publication tools from Adobe and Microsoft.
• Ability to understand and articulate technical requirements and translate their requirements into technical documentation.
• Ability to express ideas and thoughts in a clear and concise manner.
• Strong organizational skills and attention to detail.
• Ability to multi-task in a fast-paced environment.
• Ability to meet deadlines and communicate progress against schedule.
• Writes in a clear and concise manner to be able to convey information to a variety of audiences.
• Willingness to work in a dynamic team environment.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.