Knowledge Management Strategist

Job Summary

A company is looking for a Knowledge Management Strategist to enhance efficiency and innovation through scalable processes.

Key Responsibilities

• Design and optimize processes to improve team performance and customer outcomes
• Collaborate cross-functionally to ensure processes are actionable, scalable, and impactful
• Monitor and report on key performance indicators (KPIs) for projects and identify opportunities for improvement

Required Qualifications

• 3+ years of contact center experience with knowledge of agent workflows and customer support tools
• 2+ years of experience in a tech organization or start-up environment
• Robust understanding of contact center systems such as Salesforce and Genesys
• Advanced experience in process mapping using tools like Lucidchart
• Proficiency with CRM systems and a drive to troubleshoot process issues end-to-end