Call Center Knowledge Manager
Job Summary
Overseeing the development and improvement of call center knowledge resources, the full-time Call Center Knowledge Management Manager will manage content related to US immigration policy, ensuring accuracy and compliance while working remotely.
Key responsibilities
- Review and enhance existing knowledge articles, scripts, and legal reference materials
- Develop and revise operational support documentation, including FAQs and knowledge articles
- Coordinate with stakeholders to incorporate new research and feedback into the knowledge management system
Required qualifications
- Bachelor's degree in Communications, English, Journalism, Public Policy, Business, Legal Studies, US Immigration Law, or a related field
- 5+ years of experience in content analytics, customer service content development, or knowledge management
- Experience interpreting complex legal language into clear terms
- Proficiency in content strategy, creation, and distribution
- Ability to obtain a Public Trust Security Clearance and U.S. citizenship
Complete Job Description
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