Remote Contact Center Knowledge Manager

Summary

Join ISN Corporation as a Knowledge Manager and develop, implement, and manage knowledge management strategies and systems to enhance the efficiency and effectiveness of the organization.

Requirements

• Technical writing, data analysis and strategic planning skills
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks
• 4-6 years' experience managing and maintaining contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, workflow, and data warehousing
• Technical expertise in CRM configuration, operations, and maintenance, as well as KM integration with digital properties (e.g., Intelligent IVR, Chatbot)
• Expertise in developing Standard Operating Procedures (SOPs) as they relate to Knowledge Management including flagging articles for revision, editing, and approving new content, and auditing existing articles and customer experience
• Experience developing a knowledge training program to teach employees how to use the KM IT Tool and contribute articles to the KM database
• Bachelor's degree in Knowledge Management, Information Systems, or related field

Responsibilities

• Developing, implementing, and managing knowledge management strategies and systems
• Ensuring critical information and knowledge are captured, organized, and accessible to employees
• Fostering an environment of continuous learning and improvement

Benefits

• Major medical insurance with prescription coverage
• Dental plan
• Flexible spending
• Short-term and long-term disability benefits at no cost to employees
• Basic life insurance at no cost to employees
• Retirement Plan
• Paid leave with accrual beginning at Date of Hire