Contact Center Knowledge Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the knowledge management processes for the contact center, focusing on content analysis, document management, data collection, and the operation and upkeep of the portal.

• Create Standard Operating Procedures (SOPs) pertaining to Knowledge Management.

• Design training programs for staff to effectively utilize the KM IT Tool.

⛳️ Requirements

• A Bachelor's degree in Knowledge Management, Information Systems, or a related discipline.

• 4-6 years of experience in managing and sustaining contact center knowledge management processes.

• Proficient technical skills in CRM setup, operations, and maintenance.

• Relevant experience as a Knowledge Manager within the Department of Transportation (DOT).

• Familiarity with Salesforce as a Customer Relationship Management (CRM) tool.

• Proven ability to develop Standard Operating Procedures (SOPs).

• Experience in creating knowledge training programs.

• Skills in technical writing, data analysis, and strategic planning.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Flexible work arrangements