[Hiring] Call Center Knowledge Management Manager @Conduent

Role Description

The Call Center Knowledge Management Manager (Immigration Services) is responsible for overseeing the development, maintenance, accuracy, and continuous improvement of call center knowledge resources, scripts, and content used by customer service representatives (CSRs). The Content Manager reviews existing knowledge articles and scripts related to US immigration policy to identify content requiring updates, revisions, additions, or retirement. The position collaborates closely with client’s content teams to ensure all CSR-facing resources reflect the most current policies, procedures, and program information. Additionally, the Content Manager identifies information gaps and works with stakeholders to incorporate new content into the knowledge management system.

This position is contingent upon the award of a government contract. Recruiting and interviewing activities may occur prior to contract award; however, employment and start dates are subject to contract award, funding, customer approval requirements, and/or satisfaction of any applicable pre-employment conditions.

Responsibilities:

• Review existing knowledge articles, scripts, and legal reference materials to identify areas for improvement, such as updates, improvements, additions, or removal.
• Develop, edit, review, and revise knowledge articles, scripts, FAQs, and other operational support documentation.
• Work with the Call Center leadership team and the client to incorporate any new research or legal information that may currently not be housed in client’s existing databases.
• Coordinate with the client and internal teams to gather feedback and use the feedback to finalize content.
• Ensure all content meets best quality standards, federal requirements, and data protection rules and regulations. Review materials prior to circulation and publication.
• Participate in CSR training development, updates, and execution to ensure alignment with the latest updates to call center knowledge resources and content.
• Monitor content effectiveness and recommend improvements based on client feedback, customer inquiries, policy updates, and emerging trends.

Qualifications

• Bachelor's degree in Communications, English, Journalism, Public Policy, Business, Legal Studies, US Immigration Law, or a related field; equivalent experience may be substituted where appropriate.
• 5+ years of experience in one or more of the following areas:
  • Content analytics
  • Customer service content development or knowledge management
  • Business writing
  • Plain language communications
  • US Immigration law
  • Knowledge management
  • Technical or policy writing
• Experience interpreting and simplifying complex legal or regulatory language into clear, understandable terms.
• Experience in content strategy, creation, and distribution.
• Strong written and verbal communication skills.
• Strong editing, proofreading, and quality assurance skills.
• Ability to successfully pass a background check, drug screening, and obtain a Public Trust Security Clearance.
• U.S. citizenship.

Requirements

• Experience or familiarity with federal government call center operations.
• Experience working on US immigration policies.
• Proficiency in Spanish.

Benefits

• Health and Welfare Benefits: Tailored to fit you and your family's needs starting on the first day of employment.
• Retirement Savings: Support for saving for your future.
• Employee Discounts: Access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
• Career Growth Opportunities: Opportunities to advance your career with a vast portfolio of businesses and a global footprint.
• Paid Training: Earn while you learn with access to award-winning learning platforms throughout your Conduent career.
• Paid time off: Attractive paid time off packages designed for you to enjoy your life away from work.
• Great Work Environment: Recognition for our award-winning culture and diversity efforts.