Knowledge Management Specialist

1 week ago

Melbourne, Victoria, Australia Randstad Australia Full time $75,000 - $85,000 per year

Knowledge Management Specialist

About The Role
We are looking for a Knowledge Management Specialist with a strong background in contact center operations to join our team. In this 12-month fixed-term contract, you'll be the champion of an internal knowledge base, ensuring the customer-facing teams have instant access to accurate and up-to-date information. Your work will be key in improving efficiency, reducing call handling times, and boosting first-call resolution rates.

Key Responsibilities

  • Content Management: Create, update, and manage high-quality knowledge articles, FAQs, and guides for our contact center agents.
  • System Administration: Maintain and optimize our Knowledge Management System (KMS) to ensure it is easy to use and provides relevant, searchable information.
  • Stakeholder Collaboration: Work with subject matter experts, team leaders, and project teams to capture new information and refine existing content.
  • Coaching & Training: Provide guidance and support to contact center operators, helping them effectively use the knowledge base to improve their performance.
  • Performance Analysis: Analyze knowledge usage metrics and user feedback to identify gaps and lead initiatives that enhance content effectiveness.

What You'll Bring

  • Proven Experience: Demonstrated experience in a Knowledge Management or similar role, specifically within a contact center environment.
  • Technical Proficiency: Hands-on experience with Knowledge Management Systems (e.g., LivePro, Salesforce Knowledge, Zendesk Guide, or similar).
  • Industry Knowledge: Previous experience in the superannuation industry is highly regarded.
  • Vendor and Project Collaboration: Experience working with external vendors and contributing to project teams.
  • Strong Communication: Exceptional written and verbal communication skills with a focus on translating complex information into simple, actionable guidance.
  • Analytical Skills: The ability to use data and user feedback to drive improvements in our knowledge base.

Salary

This is a 12-month fixed-term contract with a salary range of $75k - $85k, inclusive of superannuation, dependent on your skills and experience. With a superannuation background - a higher salary could be offered

If you are a passionate and proactive individual ready to make a significant impact please APPLY NOW

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

  • Business Development Specialist

    2 days ago

    Melbourne, Victoria, Australia NEXTGEN Knowledge Full time

    Company DescriptionAt NextGen Knowledge, we are committed to empowering individuals and organisations with state-of-the-art training programs in Artificial Intelligence, Robotics, Digital Transformation, Cloud Computing, and Information & Cybersecurity. Our mission is to close the skills gap in today's fast-paced technological world by delivering tailored...

  • AI & Knowledge Specialist

    1 week ago

    Melbourne, Victoria, Australia Allens Full time $80,000 - $120,000 per year

    Your role At Allens, our business teams are also specialists in their field, using their unique knowledge and expertise to solve critical client and business challenges. You'll be a part of our Knowledge Management team based in either Sydney, Melbourne, Brisbane or Perth. This is a unique opportunity to play a pivotal role in the strategic adoption and...

  • Knowledge Management Lawyer

    1 week ago

    Melbourne, Victoria, Australia Allens Full time $80,000 - $120,000 per year

    Your role At Allens, our business teams are also specialists in their field, using their unique knowledge and expertise to solve critical client and business challenges. You'll be a part of our Knowledge Management team based in either Sydney, Melbourne, Brisbane or Perth. This is a unique opportunity to play a pivotal role in the strategic adoption and...

  • Investment Specialist

    2 days ago

    Melbourne, Victoria, Australia Clime Investment Management Ltd Full time $60,000 - $120,000 per year

    Job Title: Investment SpecialistEmployment: Full timeLocation: MelbourneThe Investment Specialist is responsible for supporting the Senior Investment Specialist in delivering high-quality, general investment solutions and advice to clients assigned.This role involves conducting detailed investment analysis, assisting in the development of investment...

  • Commercial Manager

    2 days ago

    Melbourne, Victoria, Australia CJC Management Full time

    Commercial Manager – Major Transport InfrastructureThe OpportunityWe're seeking a Commercial Manager to join our innovative, industry-leading team working on one of Australia's most high-profile transport projects.You'll be part of a supportive environment that values career growth, flexibility, and work-life balance with access to mentoring, training and...

  • Group Travel Specialist

    2 weeks ago

    Melbourne, Victoria, Australia Corporate Travel Management Full time $90,000 - $120,000 per year

    ABOUT CTM AND CTM MEETINGS & EVENTSCTM is an award-winning provider of innovative and cost-effective travel management solutions to the corporate, events, leisure and loyalty travel markets. Its proven business strategy combines personalised service excellence with client-facing technology solutions to deliver a return on investment to clients. CTM was...

  • Research Specialist

    3 days ago

    Melbourne, Victoria, Australia UniSuper Management Pty Ltd Full time $80,000 - $120,000 per year

    About Us We're all here to deliver great retirement outcomes for our members. We have a long history with the University sector and today we're a place where future-minded Australians can all come together. We have a track record of success and a culture focussed on being the best place to work in superannuation. We'll achieve this by bringing our values...

  • View Job

    1 week ago

    Melbourne, Victoria, Australia Programmatic Sales Specialist Full time $90,000 - $120,000 per year

    Programmatic Sales SpecialistMelbourne - SalariedWhy Join Us?Southern Cross Austereo (SCA) is Australia's leading media company, home to LiSTNR, the Triple M & HIT networks, and Australia's #1 podcast network, reaching 10M+ monthly listeners.LiSTNR produces some of Australia's most popular podcasts such as Hamish & Andy, The Howie Games and It's a Lot with...

  • IT Configuration Management Specialist

    1 week ago

    Melbourne, Victoria, Australia Bupa Australia Full time $80,000 - $120,000 per year

    At Bupa, we're passionate about creating meaningful impact for our customers and for the people who work with us. We thrive in a collaborative, high-performing environment where experimentation is encouraged, and where agile ways of working and human-centered design are more than just buzzwords - they're embedded in everything we do.You'll join a purpose-led...

  • Spatial Data Management Specialist

    2 days ago

    Melbourne, Victoria, Australia Randstad - Construction, Property & Engineering Full time $48,000 - $60,000 per year

    Contract Role: Spatial Data Management Specialist - Lead Data Governance and QualityAre you an experienced Spatial Data Management Specialist ready to step into a key governance role? An exciting 12-month contract is available in a major utility organisation, focusing on developing and maturing their spatial data management program.This is a fantastic...