(1109436) Knowledge & Insights Analyst

Diversified Services Network, Inc. (DSN) is seeking a full-time Knowledge & Insights Analyst to join our team in Peoria, IL with a hybrid schedule of 3 days onsite weekly.

About the role

The Knowledge & Insights Analyst plays a key role in identifying knowledge article needs and driving initiatives that deliver a world-class customer experience. This individual will develop effective knowledge article templates and create customer- and agent-facing knowledge articles, while leading knowledge efforts for our digital support and contact center operations. The role partners closely with third-party contact centers and internal teams to ensure knowledge content remains accurate, understandable, and up to date. This position is part of a training and knowledge team of four professionals performing this same role.

Responsibilities

• Identify knowledge article needs and drive knowledge initiatives that support the organization's brand promise
• Develop effective knowledge article templates for customer- and agent-facing content
• Build, refresh, and maintain knowledge articles that deliver a world-class customer experience
• Lead knowledge efforts for digital support and contact center operations
• Partner with third-party contact centers and internal teams to ensure knowledge articles are understandable, accurate, and current
• Collaborate with team members on building frontline agent processes
• Analyze customer behavior data and make recommendations based on findings
• Test and utilize tools such as Salesforce, Power BI, and Google Analytics
• Attend business meetings as needed to support knowledge initiatives

Requirements

• Degree preferred but not required
• 5+ years of experience in knowledge management, content development, or a related capacity
• 2+ years of combined experience within a contact center environment developing knowledge articles for frontline agents

Skills

• Superior verbal and written communication skills
• Strong interpersonal and human relations skills
• Internally motivated, proactive, and eager to learn
• Customer service background a plus
• Experience analyzing data via Power BI dashboards and/or Google Analytics a plus

Benefits

• 401(k)
• Dental insurance
• Vision insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid holidays

Pay

$65,000–70,000 annually