Expert Knowledge Manager
2 days ago
The Training and Knowledge Management Specialist is a pivotal role in ensuring contact centre agents have the necessary skills, knowledge, and resources to deliver exceptional service.
This position entails designing and delivering training programs, managing the knowledge base, and collaborating with stakeholders to maintain consistent and accurate information across channels.
A key focus area for this hybrid role includes service quality, regulatory compliance, operational effectiveness, and AI-enablement.
- Develop onboarding and upskilling programs tailored to meet the needs of contact centre teams.
- Design blended learning content aligned to adult learning principles and industry best practices.
- Collaborate with Team Managers and QA teams to identify skill gaps and implement targeted training initiatives.
- Maintain and enhance the knowledge base, ensuring accuracy, usability, and governance standards are met.
Successful candidates will possess excellent stakeholder management and collaboration skills, as well as the ability to analyse data and measure training/knowledge effectiveness.
Additionally, they will be able to navigate complex systems, ensure seamless integration, and drive business outcomes through data-driven insights.
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Expert Knowledge Manager
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Expert Knowledge Manager
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