About the job IJP: Knowledge Management Coordinator - Inbound
The key responsibility of the Knowledge Management Coordinator is to ensure our employees are kept up to date with all upcoming product and system changes. You will be a champion of the usage of your tools, promoting your knowledge platform to agents whenever possible.
Meet with local stakeholders to obtain all information required for updates & local training initiatives and pass it on to operations & L&D Team, including requesting Canned Responses.
Ensuring all agent and support role processes are accessible on our Knowledge Management System.
Maintain a high level of document control with a regular review schedule and auditing process.
Utilise Insights and Analytics to report on the usage of Knowledge Base articles & fill any knowledge gaps.
Owner of quizzes sent via our learning/gamification platforms. All learning checkpoints and pass trends are communicated to the L&D Lead in a timely manner to ensure the training team can manage the next steps.
Ensuring all documentation has consistent naming & tagging conventions to increase searchability.
Own our Knowledge Management System process when onboarding/offboarding, as well as team management lists.
Create weekly reports for agent-level roles; these reports should include, at a minimum, all weekly product updates/centre performance/gamification winners.
Create monthly reports for the customer care leadership team; these reports should include, at a minimum, knowledge management performance, changes or trends you have analysed.
Support L&D Lead, Instructional Designers and Training Managers with the building of Training Materials and Supplementary Learning Materials.
Promote the growth of knowledge within customer care by owning the knowledge management system from a local level.
Work with our Training Facilitators to run training on how to better utilise our knowledge base for agents.
Management & maintenance of IVR Mapping to correct knowledge articles that appear on our telephony system
Ad hoc requests come through to fill gaps identified by CCMs, Analysts i.e. Wrap Code Refresher Documents/training Requests.
Working with our Continuous Improvement Lead to coach our customer-facing self-service tool to ensure it is always up to date with updates once our FAQs are updated.
Own the rollout of Shelf Implementations including Shelf AI improvements