Contact Center Knowledge Manager

2 months ago


Washington, United States Highlight Full time


Highlight is seeking a Knowledge Manager to support a contact center for a federal civilian customer.


Responsibilities

Maintain contact center knowledge management procssess related to content analysis, document management, data capture, portal operations & maintenance, shared storage locaions and data warehousing Develop Standard Operating Procedures (SOPs) as they related 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.

Bachelors degree in Knowledge Management or related field


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