Manager of Written Communications

1 week ago

Quezon City, National Capital Region, Philippines beBeeContent Full time ₱1,280,000 - ₱2,080,000
Content Development Manager

Concentrix seeks a skilled Content Development Manager to develop, manage, and optimize knowledge base content enhancing support experience for frontline staff and customers.

The ideal candidate will collaborate closely with product experts, technical teams, and trainers to create clear and concise articles, FAQs, and troubleshooting guides that translate complex technical information into user-friendly resources.

Daily Accountabilities:
  • Content Creation: Develop, write, and edit knowledge base articles, FAQs, troubleshooting guides, and other support materials in collaboration with product experts, technical teams, and trainers.
  • Technical Writing: Translate complex technical information into user-friendly language for frontline users, create multimedia content (videos, images, infographics) to enhance knowledge base usability, and curate existing content to ensure relevance and consistency.
  • Platform Management: Maintain the knowledge base platform, ensuring content is organized, searchable, and easily accessible, implement and manage content versioning and update processes, monitor content usage, and identify areas for improvement.
  • Content Strategy: Develop and implement a content strategy aligned with frontline staff and customer support goals, identify content gaps, prioritize content development based on feedback from frontline staff and performance data, and analyze content performance metrics.
Minimum Hiring Qualifications:
  • Education and Experience: Bachelor's degree in English, communications, technical writing, or related field with 3+ years of proven experience in content development and knowledge base management preferably within a contact center setting or customer support environment.
  • Key Skills and Qualifications: Excellent writing, editing, and proofreading skills, strong understanding of knowledge base platforms and content management systems, ability to translate technical information into clear and concise language, excellent communication and collaboration skills, and proficiency in using different content creation tools and software.

Work Environment: This position will be located at our Concentrix Bridgetowne office in Quezon City.

Seniority level

Mid-senior level

Employment type

Full-time

Job function

Information technology, product management, and writing/editing

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