Contact Center Knowledge Manager

About the Role

A partner company seeks a Contact Center Knowledge Manager based in the United States to spearhead knowledge management efforts aimed at improving efficiency and customer service in a large contact center. This key role involves managing knowledge processes, content governance, and information systems that empower teams to provide accurate and consistent assistance. The manager will play a pivotal role in refining workflows, training programs, and digital platforms supporting essential public services. Collaboration with diverse stakeholders is essential to establish best practices that elevate service quality and organizational effectiveness.

Key Responsibilities

• Oversee and maintain knowledge management processes within the contact center, including content evaluation, document oversight, data capture, portal and shared repository administration, workflow coordination, and data warehousing.
• Design, execute, and refine knowledge management strategies and governance frameworks continuously.
• Develop and regularly update Standard Operating Procedures related to knowledge management and content lifecycle governance.
• Manage content review cycles to identify outdated information, update existing materials, approve new entries, and guarantee accuracy.
• Support integration of knowledge management solutions with CRM systems and digital customer engagement platforms.
• Conduct training sessions to familiarize staff with knowledge management tools, procedures, and content contribution standards.
• Assess the effectiveness of knowledge bases and suggest enhancements to improve customer satisfaction and operational workflows.
• Work closely with stakeholders to pinpoint knowledge gaps, reduce risks, and drive ongoing improvement initiatives.

Qualifications and Experience

• Bachelor's degree in Knowledge Management, Information Systems, Business Administration, or related disciplines.
• Between 4 and 6 years of experience managing contact center knowledge operations.
• Expertise in content analysis, document management, data capture, workflow enhancement, portal administration, and data warehousing.
• Proficient in configuring, operating, and maintaining CRM platforms, including integration with digital channels like chatbots and intelligent IVR systems.
• Experience supporting projects within Department of Transportation environments is highly desirable.
• Hands-on experience with Salesforce or equivalent CRM software.
• Strong skills in preparing and managing SOPs, knowledge documents, and content governance procedures.
• Proven ability to design and execute training related to knowledge management systems and workflows.
• Excellent technical writing, data interpretation, strategic planning, organizational skills, and adaptability.
• Proactive approach with problem-solving and risk management capabilities.
• Effective communication and stakeholder engagement talents.

Benefits

• Chance to impact mission-focused programs supporting extensive customer service operations.
• Inclusive and collaborative workplace offering professional development and growth.
• Experience with cutting-edge knowledge management technologies and digital transformation efforts.
• Opportunities for career progression in a dynamic and expanding organization.
• Commitment to diversity, inclusion, and merit-based advancement.
• Additional benefits may include health insurance, retirement plans, paid leave, and other employee support measures, subject to partner company policies.