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Contact Center Knowledge Manager
Empower AIContact Center Knowledge Manager at Empower AI, maintaining knowledge management processes and developing training programs for federal customers. Expertise in CRM and Knowledge Management systems required.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Knowledge Management processes, including the development of Standard Operating Procedures (SOPs) and knowledge training programs. Proficient in CRM configuration and operations, particularly with Salesforce, and skilled in technical writing and data analysis.
Highest-signal resume keywords
Knowledge ManagementCRM ConfigurationSalesforceStandard Operating Procedures (SOPs)Technical Writing
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisStrategic PlanningDocument ManagementContent AnalysisKnowledge Training Program Development
Tools & Technologies
KM IT Tool
Certifications & Qualifications
Bachelor's Degree in Knowledge ManagementBachelor's Degree in Information Systems
Industry Keywords
Contact CenterDepartment of Transportation (DOT)
About the role
Key responsibilities & impact- Maintain contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance.
- Develop Standard Operating Procedures (SOPs) as they relate to Knowledge Management.
- Develop knowledge training programs for staff on how to use the KM IT Tool.
Requirements
What you’ll need- Bachelor's degree in Knowledge Management, Information Systems, or related field.
- 4-6 years experience managing and maintaining contact center knowledge management processes.
- Technical expertise in CRM configuration, operations, and maintenance.
- Relevant experience as a KM within Department of Transportation (DOT).
- Experience with Salesforce as a CRM.
- Expertise in developing Standard Operating Procedures (SOPs).
- Experience developing a knowledge training program.
- Technical writing, data analysis and strategic planning skills.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements