Job description

Location: remote

Schedule: M-F 8 to 5 pm/ CT

Qualifications: Knowledge management, contact center exp. and quality Resource and technical writing preferred, consultative exp/ project management 1 year Bachelor’s degree in Business, Human Resources, Communications, Education, or related field OR 2 years’ experience in training, quality, knowledge management, contact center, or related area

• Designs and develops content and communications by identifying needs; ensuring information is translated into accurate and concise performance support solutions. facilitating meetings with project teams to analyze, plan, design, develop, and implement online content & communication deliverables; organizing timelines for deliverables to be completed; providing corrective action plans, reporting results, and deliverables to supervisors and stakeholders; and evaluating content feedback against established benchmarks to ensure effectiveness.
• Enhances the learner experience by ensuring the Knowledge Base, Help Center and Guided Flows is conducive to the end users moment of need ; engaging subject matter experts to develop practical scenarios; leveraging utilization, feedback and content metrics; researching, compiling, and analyzing data to recommend content enhancements and operational process enhancements; remaining up to date on and content management best practices; implementing program improvements to content management to ensure objectives are met; and overseeing the maintenance and upkeep of the Knowledge Base, Help Center and Guided Flows.
• Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
• Completes post publish audits by reviewing and evaluating post implementation support requirements; establishing required actions based on feedback; developing remediation plans and timelines; executing updates and delivery of updated online content & communications; validating online content with subject matter experts, divisional management, and associates and addressing multiple levels in the organization based on the identified needs, and relevance to achieve established goals.
• Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.
• Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.

Job Type: Full-time

Pay: $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Contact Center: 1 year (Required)
• Technical writing: 1 year (Preferred)
• Project Management: 1 year (Required)

Work Location: Remote

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