Knowledge Management Coordinator
2 weeks ago
The key responsibility of the Knowledge Management Coordinator is to ensure our employees are kept up to date with all upcoming product and system changes. You will be a champion of the usage of your tools, promoting your knowledge platform to agents whenever possible.
- Meet with local stakeholders to obtain all information required for updates & local training initiatives and pass it on to operations & L&D Team, including requesting Canned Responses.
- Ensuring all agent and support role processes are accessible on our Knowledge Management System.
- Maintain a high level of document control with a regular review schedule and auditing process.
- Utilise Insights and Analytics to report on the usage of Knowledge Base articles & fill any knowledge gaps.
- Owner of quizzes sent via our learning/gamification platforms. All learning checkpoints and pass trends are communicated to the L&D Lead in a timely manner to ensure the training team can manage the next steps.
- Ensuring all documentation has consistent naming & tagging conventions to increase searchability.
- Own our Knowledge Management System process when onboarding/offboarding, as well as team management lists.
- Create weekly reports for agent-level roles; these reports should include, at a minimum, all weekly product updates/centre performance/gamification winners.
- Create monthly reports for the customer care leadership team; these reports should include, at a minimum, knowledge management performance, changes or trends you have analysed.
- Support L&D Lead, Instructional Designers and Training Managers with the building of Training Materials and Supplementary Learning Materials.
- Promote the growth of knowledge within customer care by owning the knowledge management system from a local level.
- Work with our Training Facilitators to run training on how to better utilise our knowledge base for agents.
- Management & maintenance of IVR Mapping to correct knowledge articles that appear on our telephony system
- Ad hoc requests come through to fill gaps identified by CCMs, Analysts i.e. Wrap Code Refresher Documents/training Requests.
- Working with our Continuous Improvement Lead to coach our customer-facing self-service tool to ensure it is always up to date with updates once our FAQs are updated.
- Own the rollout of Shelf Implementations including Shelf AI improvements
KPI responsible for:
- Average Handle Time (AHT) - 10%
- Customer Satisfaction (CSAT) - 10%
- Knowledge Management - 50%
- Agent Experience (Searchability & Accessibility of resources)
- Team Knowledge, including Leaders
- Identifying Training Gaps
- Canned Responses (Up to Date & Proactive)
- Accuracy of Documents/Training Materials (Up To Date, Correct)
- Document Review Process in place & maintained
- Reporting & Analytics - 20%
- Proactive Needs Analysis
- Weekly & Monthly Reports
- Customer Care Errors
- High attention to detail
- High level of product and system knowledge (All Markets)
- Exceptional standard of Customer Experience, with a passion for making sure every customer experience is perfect
- High level of computer and analytics skills - Google Sheets & Slides preferred
- Confident and articulate communication skills
- Can do attitude, going the extra mile for the customer and our agents.
- Adapt quickly to any changes in the process.
- Ability to implement and integrate continuous improvements as outlined by the Manager
- Can meet deadlines consistently
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