Contact Center Knowledge Manager
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Job Description
Contact Center Knowledge Manager at Empower AI, maintaining knowledge management processes and developing training programs for federal customers. Expertise in CRM and Knowledge Management systems required.
Responsibilities:
- Maintain contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance.
- 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.
Requirements:
- Bachelor's degree in Knowledge Management, Information Systems, or related field.
- 4-6 years experience managing and maintaining contact center knowledge management processes.
- Technical expertise in CRM configuration, operations, and maintenance.
- Relevant experience as a KM within Department of Transportation (DOT).
- Experience with Salesforce as a CRM.
- Expertise in developing Standard Operating Procedures (SOPs).
- Experience developing a knowledge training program.
- Technical writing, data analysis and strategic planning skills.
Benefits:
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
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