Contact Center Knowledge Manager

Overview

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

Responsibilities

• Maintain contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, and data warehousing.
• Develop Standard Operating Procedures (SOPs) as they relate 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.
• Bachelor's degree in Knowledge Management or related field.