Call Center Content Manager (REMOTE)

Core Responsibilities

• Strategic Auditing: Continuously evaluate the existing database of scripts, knowledge articles, and job aids to identify gaps, redundancies, or outdated information.
• Lifecycle Execution: Lead the end-to-end process for updating, adding, or sunsetting content within the government-provided Customer Relationship Management (CRM) tool (e.g., Salesforce).
• Rapid Response: Act swiftly to draft and deploy emergency scripts or banner updates during sudden policy shifts, surges, or national events to ensure agents are immediately aligned with new directives.
• Government Liaison: Serve as the primary point of contact partnering directly with the Government Content Team. Establish a seamless feedback loop between the government content creators and the remote contact center floor, ensuring all deployed information is factually correct and legally compliant.
• Change Management: Negotiate and implement content revisions, ensuring that proposed changes from the contact center floor meet strict federal compliance standards before going live.
• Simplification: Translate dense, complex immigration laws, regulations, and procedural updates into highly readable, "plain language" scripts that agents can easily deliver over the phone or via chat.
• Formatting for Operations: Structure knowledge articles for maximum operational efficiency, using scannable formatting, decision trees, and clear escalation paths to reduce Average Handle Time (AHT).
• Training Partnership: Partner with the training and quality assurance teams to ensure new content is rolled out with appropriate coaching and context for the agent population.
• Data-Driven Adjustments: Analyze call drivers, chat transcripts, and secure message interactions to determine why agents or callers are struggling with specific topics, using those insights to rewrite content for better clarity.
• Compliance Monitoring: Review agent performance data alongside Quality Control to ensure scripts are being read accurately and that no "legal advice" is being inadvertently provided due to ambiguous article wording.

Required Qualifications

• A minimum of five (5) years of professional experience specifically focused on analytics, business writing, plain language translation, or immigration law.
• Citizenship: Must be a U.S. Citizen.
• Clearance: Must be able to successfully pass a rigorous Department of Homeland Security (Client) background investigation to obtain and maintain a Public Trust clearance.
• Writing Proficiency: Exceptional command of the English language with a proven ability to distill highly technical or legal jargon into conversational, accessible text.

Preferred Qualifications

• Bilingual (Spanish): Professional fluency in Spanish to assist in auditing and validating translated scripts and knowledge articles for the bilingual agent population.
• GovCon Contact Center Experience: Previous experience managing knowledge bases (such as Salesforce Knowledge) in a high-volume federal or enterprise-level contact center.
• Human-Centered Design: Familiarity with UX writing or human-centered design principles to format articles that reduce agent cognitive load during live interactions.