Contact Center Knowledge Manager

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Contact Center Knowledge Manager based in the United States. This role offers an opportunity to lead knowledge management initiatives that enhance operational efficiency and customer experience within a large-scale contact center environment. The successful candidate will oversee knowledge processes, content governance, and information systems that enable teams to deliver accurate and consistent support. Working in a mission-driven setting, you will contribute to the optimization of workflows, training programs, and digital knowledge platforms that support critical public services. The position requires a combination of technical expertise, strategic thinking, and strong communication skills to ensure information is effectively captured, maintained, and shared across teams. You will collaborate with cross-functional stakeholders while helping to establish best practices that improve service delivery and organizational effectiveness.

Accountabilities

The Contact Center Knowledge Manager will be responsible for developing and maintaining knowledge management frameworks, processes, and tools that support efficient contact center operations.

• Manage and maintain contact center knowledge management processes, including content analysis, document management, data capture, portal administration, shared repositories, workflow management, and data warehousing activities.
• Develop, implement, and continuously improve knowledge management strategies and governance processes.
• Create and maintain Standard Operating Procedures (SOPs) related to knowledge management practices and content lifecycle management.
• Oversee content review processes, including identifying outdated information, revising existing articles, approving new content, and ensuring knowledge accuracy.
• Support the integration of knowledge management solutions with CRM platforms and digital customer engagement tools.
• Develop and deliver training programs that educate staff on knowledge management tools, processes, and content contribution practices.
• Monitor knowledge base effectiveness and recommend improvements to enhance customer experience and operational efficiency.
• Collaborate with stakeholders to identify knowledge gaps, mitigate risks, and support continuous improvement initiatives.

Requirements

The ideal candidate brings a strong background in contact center knowledge management, content governance, and digital support technologies, combined with excellent analytical and communication skills.

• Bachelor's degree in Knowledge Management, Information Systems, Business Administration, or a related field.
• 4-6 years of experience managing knowledge management processes within contact center environments.
• Proven expertise in content analysis, document management, data capture, workflow optimization, portal administration, and data warehousing.
• Experience configuring, operating, and maintaining CRM systems, including knowledge management integrations with digital channels such as chatbots and intelligent IVR platforms.
• Prior experience supporting initiatives within the Department of Transportation (DOT) environment is highly preferred.
• Hands-on experience with Salesforce or similar CRM platforms.
• Strong experience developing and maintaining SOPs, knowledge articles, and content governance processes.
• Demonstrated ability to design and deliver training programs related to knowledge management tools and processes.
• Excellent technical writing, data analysis, and strategic planning capabilities.
• Strong organizational skills, attention to detail, and ability to adapt to changing priorities.
• Proactive mindset with strong problem-solving abilities and risk mitigation skills.
• Excellent communication and stakeholder management skills.

Benefits

• Opportunity to contribute to impactful, mission-driven programs supporting large-scale customer service operations.
• Collaborative and inclusive work environment with opportunities for professional growth and development.
• Exposure to innovative knowledge management technologies and digital transformation initiatives.
• Career advancement opportunities within a growing and dynamic organization.
• Commitment to diversity, inclusion, and merit-based career progression.
• Additional compensation and benefits may include healthcare coverage, retirement programs, paid time off, and other employee support offerings, subject to the partner company's policies.