Operational Knowledge Base Lead

Location: Remote
Compensation: Salary
Staff Reviewed: Wed, Oct 30, 2024
This job expires in: 27 days

Job Summary

A company is looking for an Operational Knowledge Base Lead (OKB) to manage and enhance the knowledge resources for call center agents.

Key Responsibilities
  • Lead the development and maintenance of a comprehensive knowledge base for agents
  • Create and curate operational documentation, including SOPs and troubleshooting guides
  • Collaborate with cross-functional teams to improve knowledge resources and agent training


Required Qualifications
  • Minimum of 3 years of experience in OKB development or related roles in a contact center environment
  • Proven experience in creating and improving operational processes and documentation
  • Familiarity with knowledge management systems and content organization tools
  • Experience in customer service or BPO environments
  • Bonus points for experience in travel/hospitality, fintech, or SaaS industries

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