Knowledge Delivery Specialist

1 week ago

Melbourne, Victoria, Australia beBeeTraining Full time $90,000 - $110,000
Job Summary

The Training and Knowledge Management Specialist plays a pivotal role in ensuring contact centre agents possess the skills, knowledge, and resources to deliver exceptional service.

This hybrid position is responsible for designing and delivering training programs, managing the knowledge base, and partnering with stakeholders to maintain consistent, accurate information across channels.

The scope includes Superannuation, Direct Investments, Retirement, and Platform, with a strong focus on service quality, regulatory compliance, operational effectiveness, and AI-enablement.

Key Responsibilities:
  • Design, deliver, and evaluate onboarding and upskilling programs for contact centre teams to enhance their skills and knowledge.
  • Develop blended learning content aligned to adult learning principles to cater to diverse learner needs.
  • Partner with Team Managers and QA to identify skill gaps and implement targeted training initiatives.
  • Track training effectiveness and maintain compliance records, including RG146 certifications.
Knowledge Management Strategy:
  • Own and maintain the knowledge base to ensure accuracy, usability, and governance standards are met.
  • Collaborate with Subject Matter Experts to translate complex information into clear, agent-friendly content.
  • Align agent knowledge with customer-facing content and digital channels; monitor usage and feedback for continuous improvement.
Operational Support & AI Enablement:
  • Act as Subject Matter Expert for training platforms and knowledge tools; drive adoption of AI tools and LMS usage.
  • Optimise content for AI-Copilot tools and automation to enhance frontline support.
  • Provide reporting on training outcomes and knowledge base utilisation.
Stakeholder Engagement & Change Management:
  • Partner with business leaders and product owners to align enablement initiatives with strategic priorities.
  • Support readiness during product launches, system upgrades, and policy changes.
Qualifications & Experience:
  • Experience in contact centre training, knowledge management, or learning & development is essential.
  • Strong facilitation, coaching, and content design skills are required.
  • Familiarity with knowledge management tools and understanding of adult learning principles are desirable.
  • Ability to analyse data and measure training/knowledge effectiveness is necessary.
  • Strong stakeholder management and collaboration skills are essential.
  • Industry knowledge in Superannuation, Managed Funds, ETFs, and Advice is highly valued.
  • Familiarity with AI tools and digital enablement is desirable.

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