Call Center Knowledge Management Specialist

Found in: Talent US C2 - 2 weeks ago

Eufaula, United States Johnson Outdoors Full time

Job Details

Description

What you will do :

Act as a key partner to help optimize the use of department technology for Knowledge (KM) and Quality Management (QA) techniques to improve Contact Center efficiency and effectiveness. Deliver KM‐related technology articles and awareness activities online, in print, and face‐to‐face. Models best practices and knowledge sharing behaviors in the use of KM technologies. Monitor inbound and outbound communications and interaction for accuracy of information, soft skills and quality of the communication. Tracks issues in the quality monitoring systems or tools and analyzes the results. Gather, analyze, monitor and report on metrics, search logs and service tickets for both KM and QA audits to help achieve company goals. Interfaces with stakeholders to identify, analyze and research business needs and user requirements. Partners with internal teams to define quality metrics and goals. Collect data from an automatic call distribution (ACD) system to generate statistical reports. Create documentation including business requirements, user stories, acceptance criteria, feature descriptions, user guides, process flows, wireframes and presentations Participate in development of knowledge tools and approaches; contributes to scoping, planning, designing, testing and delivery. Provide feedback to improve performance and assists in developing training programs. Conduct and participate in calibration sessions, listening posts, benchmarking sessions and best practice sharing with leadership teams. Participate in team/staff huddles and meetings. Own the knowledge resources and work with supervisors, leads and senior level staff to ensure resources are managed appropriately. Work with the supervisor to use QA in coaching and development of representatives. Act as a point person for process development, enhancement, and management. Coordinates process optimization programs. Work with business users to enhance use of consumer facing automated tools and articles to deflect calls Assist in optimizing the customer experience by managing call routing and invoking IVR messaging. Create and implement programs for escalated issues encountered by the representatives.

What you need to succeed:

Education: Associates degree in business administration or equivalent.

Experience: Typically requires a minimum of 3 years of experience in a call center environment which includes experiences in performing call center knowledge and quality analysis, providing coaching to employees, providing data to help improve efficiency/effectiveness and working with the department and leadership to integrate best practices into common practice.

Strong understanding of Knowledge Management and Quality Monitoring principles and processes. Ability to re-engineering call center processes to increase efficiency and effectiveness. Demonstrated skills in critical thinking, structured analysis and problem solving. Demonstrated project management skills which includes timeline development, resource management, developing and adhering to goals/objectives, evaluating project success and leading people on the project who are not direct reports. Goal and results focused. Systems: Above average computer literacy and expert with Microsoft office (Word, Excel, PowerPoint).Demonstrated skills and experience working with automated call center technology and business intelligence software such as Business Objects, Tableau or similar products.Comfortable with some HTML coding and Wysiwyg functionality when building KM Articles and Decision Tree tools.Fluency in Web‐based social networking applications. Strong communication skills to communicate (listening, verbal and written) with management and employees, Demonstrated effective facilitation skills. Good collaboration, relationship‐building, and customer support skills. Self-starter with a positive attitude. Ability to be flexible an adjust to a quickly changing, fast-paced environment. Some travel may be necessary.

A few pointers about our culture:

Entrepreneurial spirit and innovation are in our bones We authentically innovate trusted equipment that gets people out there. We are laser-focused on our consumers, and passionate about inspiring people to actively engage with the amazing awe of the outdoors again and again. We strive to create meaningful, healthy change in the world as individuals and as a family of brands. We value team members who are willing to wear many hats; who take personal initiative, anticipating what needs to be done, and figuring things out to make them happen; but who are also willing to ask for help, to assist others and work together.

  What you will receive:

Share in the company’s success - Competitive base salary, with additional earning potential through participation in the annual discretionary cash profit sharing program, eligibility for annual pay increases, and employee stock purchase plans. Find your work/life balance with generous paid time off and holiday benefits, health insurance and wellness plans. Further your career with training opportunities including our tuition assistance program. Plan for your future with our 401k with company match and deferred retirement contributions, Sons & Daughters Scholarship program, life and LTD insurance, employee stock purchase plan, and more.

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