Knowledge Manager, IT​/Tech

Senior Technical Recruiter | Expertise in Federal IT Recruiting

Knowledge Manager

Bring your passion for content and training to a career that makes a difference and shape the future of our Contact Center. This role is working with the General Services Administration connecting federal agencies with the public!

The Contact Center Knowledge Manager role is responsible for all knowledge, training, and content - including (but not limited to) the following:

• Ensuring the successful design, build, configuration, testing, and use of project knowledge resources - including the Knowledge Management System.
• Overseeing, managing, and coordinating Contact Center staff training and development activities.
• Developing and revise training courses and prepares appropriate training catalogs.
• Preparing instructor materials (course outline, background material, and training aids).
• Preparing statements of policy and procedure to insure best in class, customer experience focused knowledge management.
• Coordinate and work with the Government content team, the Contractor QA team, the training team, and agent feedback to identify CC content needs / gaps and ensure implementation of solutions.
• Consult with the Government on how to write content to fulfill the needs of a contact center.
• Consult with the Government on how to adapt website content to meet the needs of the CC.
• Consult with and / or directly assist the Government to review, modify, update, or create existing CC-specific content.
• Draft training content for CC agents.
• Draft a monthly action and improvement report that will include recommendations regarding content, QA, customer satisfaction (CSAT), training, etc.

Minimum Qualifications:

• Associate's Degree or equivalent relevant experience. Bachelor's Degree preferred.
• 0-2 years of experience.
• Proficient in speaking and writing in American English.
• Experience working at a contact center and deep knowledge of contact center trends and best practices.
• Experience developing content tailored to typical contact center needs.
• Familiarity with web content best practices including search engine optimization (SEO) and user intent.
• Industry leading certification for expertise preferred.

Preferred Qualifications:

• Experience working with contact centers that offer Spanish language services and the best practices for this audience.

Other Job Specific Skills

• Excellent understanding of English grammar.
• Demonstrated in-depth knowledge of Microsoft Office Products (Word, Excel, Visio, PowerPoint) and Adobe Acrobat Professional.
• Experience with desktop publication tools from Adobe and Microsoft.
• Ability to understand and articulate technical requirements and translate their requirements into technical documentation.
• Ability to express ideas and thoughts in a clear and concise manner.
  
  Strong organizational skills and attention to detail.
• Ability to multi-task in a fast-paced environment.
• Ability to meet deadlines and communicate progress against schedule.
• Writes in a clear and concise manner to be able to convey information to a variety of audiences.
• Willingness to work in a dynamic team environment.

• Mid-Senior level

• Full-time

• Information Technology

• IT Services and IT Consulting
• Government Administration
• Government Relations Services