Knowledge Management Specialist

2 days ago

Melbourne, Victoria, Australia beBeeKnowledgeManager Full time $72,000 - $90,000

Training Knowledge Manager Role


The role of Training Knowledge Manager is pivotal in Client & Adviser Services, equipping contact centre agents and crew with the skills, knowledge, and resources to deliver exceptional service. This hybrid position involves designing and delivering training programs, managing the knowledge base, and collaborating with stakeholders to ensure consistent and accurate information across channels.
Key Responsibilities

Training Development

  • Design, deliver, and evaluate onboarding and upskilling 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.
  • Track training effectiveness and maintain compliance records.

Knowledge Management

  • Own and maintain the knowledge base, ensuring accuracy, usability, and governance standards.
  • Collaborate with Subject Matter Experts to translate complex information into clear, agent-friendly content.
  • Align agent knowledge with customer-facing content and digital channels.

Operational Support AI Enablement

  • Act as Subject Matter Expert for training platforms and knowledge tools.
  • Drive adoption of AI tools and Learning Management System usage.
  • Optimise content for AI-Copilot tools and automation.

Stakeholder Engagement Change Management

  • Partner with business leaders to align enablement initiatives with strategic priorities.
  • Support readiness during product launches and system upgrades.
Required Skills Qualifications
  • Experience in contact centre training, knowledge management, or learning & development.
  • Strong facilitation, coaching, and content design skills.
  • Familiarity with knowledge management tools and adult learning principles.
  • Ability to analyse data and measure training/knowledge effectiveness.
  • Strong stakeholder management and collaboration skills.

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