Knowledge Base Manager

Job Functions:

Project Management
- Lead and manage knowledge base projects including system migrations, automation enhancements and AI driven knowledge initiatives
- Develop project timelines, milestones and deliverables to ensure successful implementation of knowledge management strategies
- Collaborate with cross-functional teams to integrate knowledge base improvements into broader business processes
- Monitor and optimize workflows to enhance knowledge-sharing efficiency across the organization
- Identify and implement process automation solutions to streamline content updates and ensure timely revisions

Content Creation and Management
- Develop and maintain comprehensive knowledge base articles, FAQs and documentation
- Ensure content is accurate, up-to-date and aligns with company standards and policies
- Work with subject matter experts to gather necessary information and verify accuracy

User Support and Training
- Provide training and support to call center stakeholders on how to effectively use the knowledge base
- Address user feedback and queries regarding knowledge base
- Develop training materials and conduct workshops as needed

Quality Assurance
- Regularly review and update knowledge base content for relevance and accuracy
- Conduct audits and implement feedback mechanisms to identify gaps and areas for improvement

Data Analysis and Reporting
- Analyze usage of data and user feedback to identify trends and opportunities for improvement
- Generate reports on knowledge base usage and use data driven insights to recommend enhancements and updates

Collaboration and Communication
- Work closely with various departments to ensure comprehensive coverage of information
- Serve as liaison to all stakeholders and communicate updates and changes to knowledge base to all relevant parties

Process Improvement
- Continuously seek ways to improve knowledge base processes and efficiency to improve the user experience

Compliance and Documentation
- Ensure all content complies with the regulatory requirements and company policies
- Maintain detailed documentation of knowledge base processes, updates and workflows
- Ensure proper version control and archival of outdated content

User Experience Design
- Advise stakeholders generally and specifically on Knowledge based structure
- Integrate best practices in user experience design within the purview of a larger knowledge management process
- Understanding of UX principles to ensure knowledge

Qualifications:
- BS/BA in Education or Business Administration (or equivalent work experience)
- Minimum 2+ years of contact center experience
- Experience with coaching and mentoring
- Strong writing and editing skills to create clear, concise and accurate documentation
- Ability to translate complex information into easily understandable content
- Proficient knowledge of Microsoft Word, Excel, PowerPoint and Google Suite software
- Adept in organizing and structuring content for optional usability
- Ability to multitask in an innovative, fast-paced environment
- Strong verbal and written communication skills, including presentation skills
- Excellent attention to detail with good time management skills
- Ability to build rapport with clients and interact with team members at various position levels
- Ability to think critically and propose effective solutions
- Proficiency in using data and analytics to inform content strategy and improvements and able to make data driven recommendations for enhancing knowledge base
- Ability to adapt to changing requirements and priorities
- Flexibility to handle various tasks and responsibilities in a dynamic environment