Description

　　Global Knowledgebase Content Manager

　　At Percepta, we bring first-class service across each market we support. As a Global Knowledgebase Content Manager working remotely , you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

　　What You’ll Be Doing

　　The Global Knowledgebase Content Manager provides long term planning, development, maintenance, and improvement of the knowledgebase by driving and measuring utilization and performance. This includes, but is not limited to Content Development and Delivery, Operational Excellence, Continuous Improvement to ensure consistent utilization across the enterprise, implementation and coordination of knowledgebase best practices, and management of internal/external client expectations.

　　This position requires a strong partnership to share industry norms and best practices, ensuring the overall success of the knowledgebase tool with innovative design, development, implementation, and evaluation of all client specific and internal content needs which encompasses new products, up training and coaching skills for supervisors.

　　The Global Knowledgebase Content Manager is responsible for leading and overseeing the global development, implementation, and maintenance of a comprehensive and accessible knowledgebase for our clients. This individual will work collaboratively with cross-functional teams and be responsible for ensuring that the knowledgebase meets the agent’s needs and is kept up-to-date and relevant.

　　During a Typical Day, You’ll

　　Design and implement strategy to optimize knowledge base in support of meeting and exceeding operational and internal goals and metrics by leveraging data to evaluate impact and define efficiency of the knowledge base content

　　Update the knowledge base by coordinating client related content with appropriate executive management, learning and development teams and other resources addressing content changes and implementations

　　Create, develop and post interactive client related materials and product knowledge content that enables contact center associates to delight their customers - encourage participation and the development of user-generated content in a collaborative knowledge base

　　Builds Percepta’s core knowledgebase capabilities by developing a strategy to support the design, customization, and delivery of program information

　　Provides leadership and development to the content specialists including hiring, coaching successful performance, performance management, and terminations of team members

　　Identify process breakdowns by performing root cause analysis, and to develop and implement solutions that enable continuous improvement for the organization

　　Partners with global leadership to identify performance needs by identifying solutions and initiatives to create organization effectiveness and develop and implement to ensure alignment with our strategies and tactics

　　Define, plan, and assign all task associated with the implementation of all client knowledgebase needs (Project Management) by defining project scope and personnel requirements to meet needs

　　Manages the knowledgebase staff including mentoring, career pathing, performance reviews, coaching and counseling and other personnel related responsibilities

　　Cultivate a communications network among the teams to provide a forum for problem solving and best practice sharing

　　Partner with external clients and internal product owners to position learning and knowledge management related solutions with a focus on adding value to current solutions to cultivate new business and grow the embedded base portfolio

　　Be a subject matter expert as it relates to knowledgebase matters - responsible for staying current on new knowledgebase technologies and methodologies

　　Manage the various functions of the department, resources, and internal/external reporting

　　Accomplishes organizational goals by accepting ownership for completing new and different requests; exploring opportunities to add value to job accomplishments

　　Serve as Percepta’s primary interface and point-of-contact to clients for day-to-day operational issues or initiatives related knowledgebase

　　Establish and maintain positive internal and external client relationships at all levels

　　Review department employee scorecards to ensure key areas of responsibility are met and schedule adhered to

　　Train and support users on how to effectively use the knowledgebase

　　Implement and maintain a Knowledgebase scorecard by role. Review monthly with employees

　　Identify and prioritize areas of knowledgebase improvement and implement solutions as necessary

　　Complete and assist with the delivery of teams Annual Performance Reviews

　　Create content articles to drive customer self-help utilization with the goal of reducing the need for incoming inquiries into the call center

　　Continuously monitor daily activity and ensure knowledge base is updated with appropriate content

　　Administer appropriate community access, roles and permissions

　　Ensure content available for each access point is region specific and audience appropriate; content not relevant is deleted or updated

　　Coach users on knowledge base tools and coordinate with operations, training design, delivery & quality teams to produce educational content within the knowledge base

　　Provide quality control and governance over all content housed in knowledgebase

　　Work collaboratively with Instructional Designers including Lead Instructional Designers (IDs), Project Managers (PMs), Subject Matter Experts (SMEs), Media, Quality Assurance (QA), as well as Training Team and Design and Delivery Managers and leadership

　　Conduct/participate in focus groups and agent/company feedback sessions

　　What You Bring to the Role

　　Bachelor’s degree in Library Science, Information Science, Business Administration or equivalent experience; Master’s degree preferred

　　4-5 years of professional writing, editing, and web-based knowledge analytics; call center Learning and Development experience required

　　3-4 years supervisory experience in management of multiple level staff preferably leading a team of knowledge management professionals

　　5 years of experience in knowledge management or related field

　　Practical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices

　　Ability to design solutions incorporating a variety of learning products

　　Extensive experience working remotely and managing remote teams

　　Proven servant -leadership, negotiation and team building skills

　　Must be able to interact effectively with senior management, other internal departments, external resources, clients and represent Percepta in a professional manner

　　Superior ability to build productive relationships, continuously motivate and foster team development

　　Proven critical thinking, creativity, and problem-solving skills to continue to drive efficiencies and forward strategic initiatives both short term and long term.

　　Familiarity with knowledge management software and technologies

　　Ability to prioritize activities in a fast-paced and dynamic environment by managing multiple projects and deadlines

　　Customer focused behavior

　　Must be computer literate with Windows, Word, Excel, PowerPoint, project management software (Smartsheets)

　　Excellent written and verbal communication and presentation skills

　　Ability to create an open, safe environment supportive of free sharing of information and ideas that is also conducive to contribution, growth and achievement

　　Exemplary standards of integrity, personal work ethic and continuous involvement in self education and development

　　Continuous improvement mindset for self and processes; seeks, accepts and provides feedback

　　Occasional travel required (10-15%)

　　What You Can Expect

　　Competitive Salary with Incentives

　　Health/Dental/Vision/Life Insurance

　　Flexible Spending Account (FSA) and Health Savings Account (HSA)

　　401(k) with company match

　　Vacation/Sick Time and Paid Holidays

　　Tuition Reimbursement

　　Employee Assistance Program

　　Employee Discount Program

　　Training and Development Programs (Percepta College)

　　Employee Rewards Program (Perci Perks)

　　A Bit More About Your Role

　　Percepta provides the equipment for this role.

　　About Percepta

　　Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

　　Our values are the heartbeat of our organization, and we live, breathe, and play by them every day . As a Percepta team member, you can expect:

　　Culture of Service - to be treated like you are the customer from day one

　　Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

　　Respect – a team that is accountable, dependable and gives you their full attention

　　Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

　　Career Growth - lots of learning opportunities for aspiring minds

　　Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

　　Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

　　#LI-Remote

　　Primary Location: United States

　　Req ID: 03SQV