About this role

Act as a liaison between the contact center leadership and the Enterprise Contact Center strategy team
Maintain a unified and effective partnership in the Knowledge Management system
Ensure call center employees have pertinent information for daily job functions
Collaborate with leadership and teams to identify trends and conduct quality reviews
Assist in strategic projects execution
Build training materials in collaboration with the Organizational Development & Learning team

Bachelor’s degree in Business or related field preferred
Two (2) years of experience with knowledge management systems in a call center environment preferred
Experience applying adult learning principles to design and deliver effective training programs
CBT/WBT (Computer-Based Training/Web-Based Training) development, Articulate/Rise experience is preferred
Strong oral and written communication skills, with experience presenting to and collaborating with leadership
Skilled in data and documentation analysis

Contact Center Knowledge Management Specialist

Key skills