Empower AI is seeking a Contact Center Knowledge Manager to support a contact center for a federal civilian customer.

Responsibilities:

• Maintain contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations and data warehousing
• 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

Qualifications:

• Bachelor's degree in Knowledge Management, Information Systems, or related field.
• 4-6 years experience managing and maintaining contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, workflow, and data warehousing.
• Technical expertise in CRM configuration, operations, and maintenance, as well as KM integration with digital properties (e.g., Intelligent IVR, Chatbot).
• Relevant experience as a KM within Department of Transportation (DOT)
• Experience with Salesforce as a CRM
• Expertise in developing Standard Operating Procedures (SOPs) as they relate to Knowledge Management including flagging articles for revision, editing, and approving new content, and auditing existing articles and customer experience.
• Experience developing a knowledge training program to teach employees how to use the KM IT Tool and contribute articles to the KM database.
• Technical writing, data analysis and strategic planning skills.
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.