Acts as a key partner to help optimize the use of department technology for Knowledge (KM), Workfflows (Decision Trees) and Quality Management (QA) techniques to improve Contact Center efficiency and effectiveness.
Delivers KM‐related technology articles and awareness activities online, in print, and face‐to‐ Models best practices and knowledge sharing behaviors in the use of KM technologies.
Monitors inbound and outbound communications and interaction for accuracy of information, soft skills and quality of communication. Tracks issues in the quality monitoring systems or tools and analyzes the results.
Gathers, analyzes, monitors and reports on metrics, search logs and service tickets for both KM and QA audits to help achieve company goals. Interfaces with stakeholders to identify, analyze and research business needs and user requirements. Partners with internal teams to define quality metrics and goals.
Collects data from an automatic call distribution (ACD) system to generate statistical reports.
Creates and maintains documentation including business requirements, user stories, acceptance criteria, feature descriptions, user guides, process flows, wireframes and presentations.
Participates in the development and administration of knowledge tools and methodologies. Contributes to scoping, planning, designing, HTML coding, testing and delivery.
Provides feedback to improve performance and assists in developing training programs.
Conducts and participates in calibration sessions, listening posts, benchmarking sessions and best practice sharing with leadership teams.
Participates in team/staff huddles and meetings.
Owns the knowledge resources and work with supervisors, leads and senior level staff to ensure resources are managed appropriately.
Works with the supervisor to use QA in coaching and development of representatives.
Acts as a point person for process development, enhancement, and management. Coordinates process optimization programs.
Works with business users to enhance use of consumer facing automated tools and articles to deflect calls
Assists in optimizing the customer experience by managing call routing and invoking IVR messaging.
Creates and implements programs for escalated issues encountered by the representatives.