Contact Center Knowledge Manager

Isn - Oklahoma City, OK

Full-time - Mid Level

Oklahoma City, OK

Professional, Scientific, and Technical Services

About the position

The Knowledge Manager at ISN Corporation will play a crucial role in enhancing the efficiency and effectiveness of a large, high-volume government omni-channel contact center. This position involves developing, implementing, and managing knowledge management strategies and systems to ensure that critical information is captured, organized, and accessible to employees, fostering a culture of continuous learning and improvement.

Responsibilities

• Develop and implement knowledge management strategies and systems.
• Manage knowledge management processes related to content analysis and document management.
• Ensure critical information is captured and organized for employee access.
• Foster an environment of continuous learning and improvement.
• Develop Standard Operating Procedures (SOPs) for Knowledge Management.
• Create and manage a knowledge training program for employees.

Requirements

• 4-6 years' experience managing contact center knowledge management processes.
• Technical writing, data analysis, and strategic planning skills.
• Experience with CRM configuration, operations, and maintenance.
• Expertise in developing SOPs related to Knowledge Management.
• Ability to adapt to changing circumstances and proactively mitigate risks.

Nice-to-haves

• Bachelor's degree in Knowledge Management, Information Systems, or related field.

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