Job Title: Knowledge Management Specialist
Location: Peoria, IL (Onsite)
Duration: 12 months
Job Description
Position Contributions to Work Group:
· More specific title would be Knowledge and Insight Analyst.
· Identify knowledge article needs and drive suitable knowledge initiatives that deliver on our brand promise.
· Responsible for the development of effective knowledge article templates and the development of customer and agent facing knowledge articles that deliver a world-class customer experience.
· Will lead knowledge efforts for our Client Digital Support/ Contact Center Operations and will partner with 3rd party contact centers and internal partners to ensure knowledge articles are understandable and up to date.
Education & Experience Required:
· 5+ years’ experience in this capacity
· Degree is nice to have but not required.
· 2+ years combined experience working within a contact center environment developing knowledge articles for frontline agents
· Let’s stay away from candidates with master’s degree or Ph.D.
Required Technical Skills:
(Required)
· Collaborate with team members on building front line agent processes.
· Develop, build, and refresh knowledge articles.
· Attend necessary business meetings.
· Analyze customer behavior data and make recommendations.
· Tool testing (salesforce tool, Power BI and Google Analytics
(Desired)
· Customer service background a plus.
· Experience analyzing data via Power BI dashboards and/or google analytics.
Soft Skills
(Required)
· Must possess superior human relation skills and excellent verbal and written communication skills.
· Internally motivated, proactive, and eager to learn
Pay: $30.00 - $35.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
