Global Knowledge Base Content Specialist III

At Percepta, the Global Knowledge Base Content Specialist III is responsible for the training and certification of all content specialists, whether dedicated or shared (also including Instructional Designers). The Global Knowledge Base Content Specialist III will coach and mentor all intradepartmental personnel in their daily roles, responsibilities, and professional development as it pertains to Global Knowledge Base content development and maintenance to support the client’s social knowledge strategy. The position requires organizational developmental skills to coach a large team to develop, deliver, and evaluate complex and flexible knowledge content by line of business. Additional responsibilities include:

• Driving improvement initiatives in Customer Satisfaction.
• Timely, concise responses and resolution of customer escalations to all clients
• Analysis of metrics and development of plans for those not meeting required targets.
• Development of action plans to address underachieving metric performance as it pertains to Global Knowledge Base strategy.

Responsibilities

Leadership, Communication, Strategic and Business Management

·Partner with the Global Knowledge Base Content Specialists to provide direction, development, and removal of obstacles that may inhibit their success of all initiatives.

·Cultivate a communications network among the Community Specialists to provide a forum for problem solving and best practice sharing.

·Support department management as required.

·Identify process breakdowns by performing root cause analysis, and to develop and implement solutions that enable continuous improvement for the organization.

·Proactive communication and solutions with client partners that deliver upon customer concern resolutions requirements based upon GAP analysis.

• Promotes and fosters a continuous improvement culture within the organization and communicates new process and policy changes quickly and efficiently in a fast-paced environment.

·Offer solutions to L&D Training Supervisors to provide solutions for Operations Management and Business Owners with regards to assigned Programs (Business Units) relating to L&D/Training.

Department Coordination

·Responsible for Global Knowledge Base utilization and content validation reporting – the tracking of report date and the production of reports to meet stakeholder needs. (Business Reviews, Monthly reports, new hire training dashboard, analysis of appeals, calibration of call handling, etc.).

·Continuous development and implement strategies to meet Operations Global Knowledge Base content objectives.

·Develop, implement, and coordinate “Train-the-Trainer” sessions for Global Knowledge Base authoring processes.

·Identify training and quality needs in partnership with Training Supervisors, Regional Manager, Program Managers and Business Owners while ensuring that the best-in-class initiatives are implemented.

·Deliver coach-backs and mentor Global Knowledge Base Content Specialists to improve performance.

·Promote and foster a continuous improvement culture within the organization.

Personnel Development and Staff Management

·Develop and monitor performance standards and measurements of Global Knowledge Base Team.

• Coach Global Knowledge Base Content Specialists to ensure efficiency of material development in line with Business Owner requirements, process flows, and appropriate deadlines.
• Provide feedback to Learning & Development Supervisors when additional coaching for Global Knowledge Base Content Specialists may be needed.
• Conduct audits on employee performance in the areas of productivity, evaluation skill and policy compliance.

Miscellaneous

·Work on activities and/or projects as requested by Learning & Development Supervisor and/or Regional Manager.

·Conduct/participate in focus groups and agent/company feedback sessions.

Education

·Bachelor’s degree or )Associates Degree / College Diploma or similar / BETC/HNC/HND/ N/SVQ level 3) with 3-5 years/mid-level call center experience required.

Experience

·3-5 years / mid-level call center or training experience.

·Knowledge of and practical application of Adult Learning Theory and instructional design principles.

·Minimum five years / mid-level of training contact center experience preferred.

·Training in process improvement or Six Sigma methodology preferred.

·Possess a sound understanding of positive coaching techniques.

·Practical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices.

·Ability to design solutions incorporating a variety of learning products.

·Ability to work with virtual groups.

·Familiar with call center basics and the technology involved.

Skills

·Possess a high degree of professionalism.

·Excellent communication, oral, and written skills

·Must be computer literate with word processing, spreadsheets, flowcharting applications, project management software and authoring software for web-based development.

·Proficiency in MS Office applications

·Analytical skills to uncover root causes and develop improvement initiatives.

·Ability to create a supportive and conducive adult learning environment.

·Must be familiar with Learning Management Systems, systems hierarchy, basic functionality, roles and responsibilities of system basics.

·Demonstrated decision making skills in high impact environments.

·Strong project management skills

·Excellent time management skills

·Must be detail oriented.

·Knowledge of call center business and/or experience, desired

·Must be able to effectively interact with all internal departments and levels of management. Must represent Percepta professionally with all clients and outside organizations.

·Ability to prioritize activities in a fast-paced and dynamic environment.

·Excellent team collaboration and coordination skills with the ability to foster a team spirit.

·Ability to work effectively in a team oriented, high demand and fast paced environment.

·Customer focused behavior.

·Leadership, conflict, and negotiation skills.

·Exemplary standards of integrity, personal work ethic and continuous involvement in self education and development.

Other

·Proven ability to manage multiple, concurrent programs.

·Uses diplomacy and discretion in communication.

·Ability to maintain confidentiality and ability to handle sensitive material.

·Translates complications into practical solutions.

·Mobility: willing to travel to sites as needed