Skills Development Expert

1 week ago

Melbourne, Victoria, Australia beBeeKnowledge Full time $94,999 - $124,999
Role Summary

The Training & Knowledge Management Specialist sits within the Client Services function and ensures contact centre agents have the skills, knowledge, and resources to deliver exceptional service.


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This role is responsible for designing and delivering training programs, managing the knowledge base, and partnering with stakeholders to maintain consistent information across channels. The focus is on service quality, regulatory compliance, operational effectiveness, and AI-enablement.


">Key Responsibilities
  • Design, develop, and evaluate onboarding and upskilling programs for contact centre teams.
  • Develop blended learning content (classroom, e-learning, microlearning) 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.

Additionally, this role involves owning and maintaining the knowledge base, ensuring accuracy, usability, and governance standards. Collaboration with subject matter experts is required to translate complex information into clear, agent-friendly content.


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Operational support and AI enablement are also key aspects of this role. This includes acting as a subject matter expert for training platforms and knowledge tools, driving adoption of AI tools and LMS usage, and optimising content for AI-Copilot tools and automation to enhance frontline support.


">Requirements
  • 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.
  • Strong stakeholder management and collaboration skills.

Industry knowledge in Superannuation, Managed Funds, ETFs, and Advice is highly valued, and familiarity with AI tools and digital enablement is desirable.

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