Global Knowledgebase Content Manager

Global Knowledgebase Content Manager

At Percepta, we bring first-class service across each market we support. As a Global Knowledgebase Content Manager working remotely, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

What You'll Be Doing 
The Global Knowledgebase Content Manager provides long term planning, development, maintenance, and improvement of the knowledgebase by driving and measuring utilization and performance. This includes, but is not limited to Content Development and Delivery, Operational Excellence, Continuous Improvement to ensure consistent utilization across the enterprise, implementation and coordination of knowledgebase best practices, and management of internal/external client expectations.

This position requires a strong partnership to share industry norms and best practices, ensuring the overall success of the knowledgebase tool with innovative design, development, implementation, and evaluation of all client specific and internal content needs which encompasses new products, up training and coaching skills for supervisors.

The Global Knowledgebase Content Manager is responsible for leading and overseeing the global development, implementation, and maintenance of a comprehensive and accessible knowledgebase for our clients. This individual will work collaboratively with cross-functional teams and be responsible for ensuring that the knowledgebase meets the agent's needs and is kept up-to-date and relevant.

During a Typical Day, You'll

• Design and implement strategy to optimize knowledge base in support of meeting and exceeding operational and internal goals and metrics by leveraging data to evaluate impact and define efficiency of the knowledge base content
• Update the knowledge base by coordinating client related content with appropriate executive management, learning and development teams and other resources addressing content changes and implementations
• Create, develop and post interactive client related materials and product knowledge content that enables contact center associates to delight their customers - encourage participation and the development of user-generated content in a collaborative knowledge base
• Builds Percepta's core knowledgebase capabilities by developing a strategy to support the design, customization, and delivery of program information
• Provides leadership and development to the content specialists including hiring, coaching successful performance, performance management, and terminations of team members
• Identify process breakdowns by performing root cause analysis, and to develop and implement solutions that enable continuous improvement for the organization
• Partners with global leadership to identify performance needs by identifying solutions and initiatives to create organization effectiveness and develop and implement to ensure alignment with our strategies and tactics
• Define, plan, and assign all task associated with the implementation of all client knowledgebase needs (Project Management) by defining project scope and personnel requirements to meet needs
• Manages the knowledgebase staff including mentoring, career pathing, performance reviews, coaching and counseling and other personnel related responsibilities
• Cultivate a communications network among the teams to provide a forum for problem solving and best practice sharing
• Partner with external clients and internal product owners to position learning and knowledge management related solutions with a focus on adding value to current solutions to cultivate new business and grow the embedded base portfolio
• Be a subject matter expert as it relates to knowledgebase matters - responsible for staying current on new knowledgebase technologies and methodologies
• Manage the various functions of the department, resources, and internal/external reporting
• Accomplishes organizational goals by accepting ownership for completing new and different requests; exploring opportunities to add value to job accomplishments
• Serve as Percepta's primary interface and point-of-contact to clients for day-to-day operational issues or initiatives related knowledgebase
• Establish and maintain positive internal and external client relationships at all levels
• Review department employee scorecards to ensure key areas of responsibility are met and schedule adhered to
• Train and support users on how to effectively use the knowledgebase
• Implement and maintain a Knowledgebase scorecard by role. Review monthly with employees
• Identify and prioritize areas of knowledgebase improvement and implement solutions as necessary
• Complete and assist with the delivery of teams Annual Performance Reviews
• Create content articles to drive customer self-help utilization with the goal of reducing the need for incoming inquiries into the call center
• Continuously monitor daily activity and ensure knowledge base is updated with appropriate content
• Administer appropriate community access, roles and permissions
• Ensure content available for each access point is region specific and audience appropriate; content not relevant is deleted or updated
• Coach users on knowledge base tools and coordinate with operations, training design, delivery & quality teams to produce educational content within the knowledge base
• Provide quality control and governance over all content housed in knowledgebase
• Work collaboratively with Instructional Designers including Lead Instructional Designers (IDs), Project Managers (PMs), Subject Matter Experts (SMEs), Media, Quality Assurance (QA), as well as Training Team and Design and Delivery Managers and leadership
• Conduct/participate in focus groups and agent/company feedback sessions

What You Bring to the Role 

• Bachelor's degree in Library Science, Information Science, Business Administration or equivalent experience; Master's degree preferred
• 4-5 years of professional writing, editing, and web-based knowledge analytics; call center Learning and Development experience required
• 3-4 years supervisory experience in management of multiple level staff preferably leading a team of knowledge management professionals
• 5 years of experience in knowledge management or related field
• Practical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices
• Ability to design solutions incorporating a variety of learning products
• Extensive experience working remotely and managing remote teams
• Proven servant -leadership, negotiation and team building skills
• Must be able to interact effectively with senior management, other internal departments, external resources, clients and represent Percepta in a professional manner
• Superior ability to build productive relationships, continuously motivate and foster team development
• Proven critical thinking, creativity, and problem-solving skills to continue to drive efficiencies and forward strategic initiatives both short term and long term.
• Familiarity with knowledge management software and technologies
• Ability to prioritize activities in a fast-paced and dynamic environment by managing multiple projects and deadlines
• Customer focused behavior
• Must be computer literate with Windows, Word, Excel, PowerPoint, project management software (Smartsheets)
• Excellent written and verbal communication and presentation skills
• Ability to create an open, safe environment supportive of free sharing of information and ideas that is also conducive to contribution, growth and achievement
• Exemplary standards of integrity, personal work ethic and continuous involvement in self education and development
• Continuous improvement mindset for self and processes; seeks, accepts and provides feedback
• Occasional travel required (10-15%)

What You Can Expect 

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

A Bit More About Your Role 
Percepta provides the equipment for this role.

About Percepta 
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect:  

Culture of Service - to be treated like you are the customer from day one 

Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect - a team that is accountable, dependable and gives you their full attention

Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.