.The Knowledge Manager will be responsible for two primary functions: the comprehensive training of contact center agents and analysts, and the development and maintenance of a robust knowledge base that serves agents, employees, AI bots, and Storians.
This role is pivotal in ensuring that our team is equipped with the information and skills necessary to deliver top-tier customer service, and that our knowledge base is a reliable resource for accurate and efficient support.ResponsibilitiesCollaborate with cross-functional teams to ensure training content is up-to-date, relevant, and aligned with company goals.Design, implement, and continuously improve training programs for contact center agents, ensuring they are well-prepared to deliver exceptional customer service.Conduct needs assessments to identify training gaps and develop customized learning solutions.Utilize a variety of training methods, including classroom training, e-learning, and on-the-job coaching, to cater to diverse learning styles.Evaluate training effectiveness through assessments, feedback, and performance metrics, making adjustments as needed.Collaborate with Product Leads, Marketing, and Compliance experts to gather, curate, and document essential information, ensuring it is easily accessible and understandable.Develop and maintain a comprehensive knowledge base that supports agents, employees, and AI bots in delivering consistent and accurate information to customers.Implement best practices for knowledge management, including taxonomy, metadata, and content lifecycle management.Continuously review and update the knowledge base to reflect changes in products, services, policies, and procedures.Leverage analytics and feedback to identify areas for improvement and enhance the usability and effectiveness of the knowledge base.Key CompetenciesCustomer centricity: Dedication to understanding and meeting the needs of internal and external customers.Leadership: Ability to inspire and motivate a team, driving excellence in training and knowledge management.Strategic Thinking: Capacity to develop and implement long-term strategies that align with company objectives.Adaptability: Willingness to embrace change and continuously seek ways to improve processes and outcomes.Innovation: Openness to new ideas and approaches, with a passion for leveraging technology to enhance customer experience.QualificationsExcellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.Proficiency with knowledge management tools and learning management systems (LMS).
Familiarity with AI technologies and their application in customer service is a plus.Proven track record of developing and delivering effective training programs and managing knowledge bases in a contact center environment or similar fast-paced environment.Strong analytical and problem-solving skills, with a keen eye for detail and a commitment to accuracy