Johnson Outdoors

Call Center Knowledge Management Specialist

Johnson Outdoors

full-time

Posted on:

Location Type: Remote

Location: Alabama • United States

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About the role

  • Acts as a key partner to help optimize the use of department technology for Knowledge (KM), Workfflows (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.

Requirements

  • Acts as a key partner to help optimize the use of department technology for Knowledge (KM), Workfflows (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.
Benefits
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Knowledge Management (KM)Quality Management (QA)Decision TreesHTML codingdata analysisstatistical reportingprocess flowsuser storiesacceptance criteriawireframes
Soft Skills
communicationstakeholder engagementteam collaborationfeedback provisiontraining developmentprocess optimizationproblem-solvingbest practices modelingcalibrationbenchmarking