Contact Center Knowledge Manager

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

• Bachelor's degree in Knowledge Management, Information Systems, or related field
• 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)
• Relevant experience as a KM within Department of Transportation (DOT)
• Experience with Salesforce as a CRM Expert
• 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
• Experience developing a knowledge training program to teach employees how to use the KM IT Tool and contribute articles to the KM database
• Technical writing, data analysis and strategic planning skills
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.