Senior Content Strategist

2 weeks ago

Melbourne, Victoria, Australia beBeeKnowledgebase Full time $90,000 - $120,000
Job Overview

The Knowledgebase Supervisor is a key position that oversees the management of global knowledge content. This role requires strong leadership, organizational, and developmental skills to lead a large team in developing, delivering, and evaluating complex knowledge content.

This position involves driving improvement initiatives in customer satisfaction and experience, timely response and resolution for client escalations, and analysis of performance metrics along with development of action plans addressing underachieving performance.

Main Responsibilities:
  • Leadership and Team Management: Lead the knowledgebase team with direction, develop the team, and remove obstacles that may inhibit their success of all initiatives.
  • Culture Development: Cultivate a communications network among community specialists to provide a forum for problem-solving and best-practice sharing.
  • Process Improvement: Identify process breakdowns by performing root-cause analysis, and develop and implement solutions that enable continuous improvement for the organization.
  • Client Communication: Proactive communication and solutions with client partners that deliver upon customer concern resolutions requirements based upon GAP analysis.
  • Project Management: Work on special projects as assigned by the regional knowledgebase manager to deliver resolution on any Percepta or Client priority requests.
  • Performance Analysis: Facilitate team meetings and utilize all available resources (Learning Management System Reports) to drive performance and customer satisfaction.
  • Continuous Learning: Promote and foster a continuous improvement culture within the organization and communicate new process and policy changes quickly and efficiently in a fast-paced environment.
  • Stakeholder Partnership: Partner Global Support Services to provide solutions for operations management and business owners with regards to assigned programs relating to KnowledgeBase systems and content.
  • Content Validation: Responsible for knowledgebase utilization and content validation reporting, tracking report date, and producing reports to meet stakeholder needs.
  • Knowledge Creation: Create and maintain knowledgebase responses for all end-users, ensuring corporate standards are consistently applied.
  • Strategic Planning: Develop, recommend, and implement strategies to meet operations knowledgebase content objectives.
  • Training and Development: Develop, implement, and coordinate "Train-the-Trainer" sessions for knowledgebase authoring processes.
  • Coaching and Mentorship: Deliver coach-backs and mentor global knowledgebase content specialists to improve performance.
  • Employee Development: Personnel development and staff management – develop and monitor performance standards and measurements of the local and remote knowledgebase teams.

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