Contact Center Content Specialist - Nashville, TN
Requirements
Maintain knowledge base in SharePoint.
Maintain document management processes and procedures.
Ensure policy and procedures are developed with accuracy and by deadlines.
Develop and implement knowledge management materials for onboarding new staff.
Monitor policy and procedures system for updates.
Uses ad hoc policy and procedure update requests to propose innovative strategies to address and plan for future requests.
Mentor interns and support staff.
Collaborates with Risk Management and Quality Managers to accreditation / certification standards are accurately documented and policies and procedures are maintained in knowledge management system.
Research technological solutions and innovation program designs working with leadership for solutions.
Collaborate with operational staff to understand knowledge management needs.
Qualifications
Bachelor’s Degree
3-5 Years of experience
Advanced degree or professional designation preferred
Ability to develop solutions to a variety of moderate problems
Demonstrates excellent judgment and initiative
Self-motivated and able to work independently
Create training material in support of the Knowledge management process.
Utilize SharePoint knowledge for site management, list creation, workflow creation/modification and document management within SharePoint.
Support the creation and refinement of training materials for contact center agents.
Identify emerging contact center trends and coordinate content updates to address urgent needs.
Collaborate with client content teams to create, update, and review contact center-specific content.
Skills
Call center knowledge and experience preferred.
Benefits
Must be a US Citizen
Because the center operates 24/7, the Contact Center Content Specialist may need to support content updates across multiple shifts—including evenings, weekends, and holidays.
Pay
$44,800.00 - $70,000.00 Annually
Schedule
Based on site at our Nashville location. Because the center operates 24/7, the Contact Center Content Specialist may need to support content updates across multiple shifts—including evenings, weekends, and holidays.