Training and Knowledge Management Expert

13 hours ago

Melbourne, Victoria, Australia beBeeKnowledgeManagement Full time $98,765 - $123,456

Join a talented team as a Training and Knowledge Management Expert. This exciting opportunity involves collaborating with stakeholders to maintain accurate information across channels.

About the Role
  • Design, deliver, and evaluate comprehensive training programs for contact centre teams.
  • Develop blended learning content aligned to adult learning principles.
  • Partner with Team Managers and QA to identify skill gaps and implement targeted training.
Key Responsibilities
  1. Training Design and Delivery
  • Create engaging onboarding and upskilling programs for contact centre teams.
  • Evaluate program effectiveness and make data-driven improvements.
Knowledge Management
  • Maintain a knowledge base that is accessible, usable, and governed in accordance with standards.
  • Collaborate with Subject Matter Experts (SMEs) to develop clear, agent-friendly content.
Operational Support & AI Enablement
  • Act as an SME for training platforms and knowledge tools; drive adoption of AI tools and LMS usage.
  • Optimize content for AI-Copilot tools and automation to enhance frontline support.
Requirements and Qualifications
  • Experience in contact centre training, knowledge management, or learning & development.
  • Strong facilitation, coaching, and content design skills.
  • Familiarity with knowledge management tools.
  • Understanding of adult learning principles and instructional design.
  • Ability to analyse data and measure training/knowledge effectiveness.
Benefits

This hybrid role offers a unique blend of flexibility and collaboration opportunities. As part of our team, you will have access to cutting-edge technology and ongoing professional development opportunities.

What We Offer
  • A dynamic work environment with a focus on innovation and continuous improvement.
  • Ongoing opportunities for professional growth and development.
  • A collaborative culture that values teamwork and open communication.

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