[Hiring] Call Center Knowledge Management Specialist @Johnson Outdoors

Role Description

Acts as a key partner to help optimize the use of department technology for Knowledge (KM), Workflows (Decision Trees) and Quality Management (QA) techniques to improve Contact Center efficiency and effectiveness.

• Delivers KM‐related technology articles and awareness activities online, in print, and face‐to‐face.
• Models best practices and knowledge sharing behaviors in the use of KM technologies.
• Monitors inbound and outbound communications and interaction for accuracy of information, soft skills and quality of communication.
• Tracks issues in the quality monitoring systems or tools and analyzes the results.
• Gathers, analyzes, monitors and reports on metrics, search logs and service tickets for both KM and QA audits to help achieve company goals.
• Interfaces with stakeholders to identify, analyze and research business needs and user requirements.
• Partners with internal teams to define quality metrics and goals.
• Collects data from an automatic call distribution (ACD) system to generate statistical reports.
• Creates and maintains documentation including business requirements, user stories, acceptance criteria, feature descriptions, user guides, process flows, wireframes and presentations.
• Participates in the development and administration of knowledge tools and methodologies.
• Contributes to scoping, planning, designing, HTML coding, testing and delivery.
• Provides feedback to improve performance and assists in developing training programs.
• Conducts and participates in calibration sessions, listening posts, benchmarking sessions and best practice sharing with leadership teams.
• Participates in team/staff huddles and meetings.
• Owns the knowledge resources and works with supervisors, leads and senior level staff to ensure resources are managed appropriately.
• Works with the supervisor to use QA in coaching and development of representatives.
• Acts as a point person for process development, enhancement, and management.
• Coordinates process optimization programs.
• Works with business users to enhance use of consumer facing automated tools and articles to deflect calls.
• Assists in optimizing the customer experience by managing call routing and invoking IVR messaging.
• Creates and implements programs for escalated issues encountered by the representatives.
• Performs other duties as assigned.
• Remote Eligible

Company Description