Knowledgebase Supervisor Eu Img

Knowledgebase Supervisor EU IMG
AU-VIC-Campbellfield

Description:

Summary
The Knowledgebase Supervisor is responsible for the performance of a team of Global Knowledgebase
Content Specialists. The Knowledgebase Supervisor will assist the Regional Knowledgebase Manager in
departmental hiring for the team across the region. They will supervise, coach and mentor all
departmental personnel in their daily roles, responsibilities, and professional development. The position
requires organizational developmental skills to lead 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 and Customer Experience, timely response and
resolution for client escalations, and analysis of performance metrics along with development of action
plans addressing underachieving performance.

Responsibilities
Leadership, Communication, Strategic and Business Management

• Lead the Knowledgebase team with providing direction, developing the team and removing 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.

• Works on special projects as assigned by Regional Knowledgebase Manager to deliver resolution

on any Percepta or Client priority requests.

• Facilitates team meetings and utilizes all available resources (Learning Management System

Reports (ie. Percepta College, Litmos), QA Evaluations, Call Handling Performance Reports,

Attendance & Schedule Adherence Reports, Summary Reports, Agent Trace Reports, etc.) to

drive performance and customer satisfaction.

• 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.

• Partners Global Support Services (GSS) to provide solutions for Operations Management and

Business Owners with regards to assigned Programs (Business Units) relating to

KnowledgeBase systems and content.

Department Coordination

• Responsible for Knowledgebase 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.).

• Create and maintain KnowledgeBase responses for all endusers, ensuring corporate standards

are consistently applied

• Develop, recommend and implement strategies to meet Operations knowledgebase content

objectives.

• Develop, implement, and coordinate "TraintheTrainer" sessions for knowledgebase authoring

processes

• Identify training and quality needs in partnership with GSS colleagues, Program Managers and

Business Owners.

• Deliver coachbacks and mentor Global Knowledgebase 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 the local and remote

Knowledgebase Teams.

• Manage Knowledgebase Content Specialists to ensure efficiency of material development in line

with Business Owner requirements, process flows, and appropriate deadlines.

• Conduct audits on employee performance in the areas of productivity, evaluation skill and policy

compliance and report to the Regional Knowledgebase Manager.

• Plan and implement strategic learning objectives for selfdevelopment from the Global

KnowledgeBase Goals

• Provides direct leadership to the team through business processes and practices designed to

support employee retention, productivity, profitability, and customer satisfaction.

Partner with HR to administer corrective action when needed to ensure compliance with
company, site and departmental policies and procedures.

Miscellaneous

• Work on activities and/or projects as requested by Regional Knowledgebase Manager.
• Support interview/selection process.
• Conduct/participate in focus groups and agent/company feedback sessions.

Education

• Bachelor's degree or Associate Degree

Experience

• 35 years call center or training experience along with 12 years of managing or leading a team.

principles.

• Minimum five years of training contact center experience preferred.
• Training in process improvement or Six Sigma methodology preferred.
• Possess a sound understanding of positive coaching techniques.

management technologies and practices.
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