Everywhen

Learning and Development

• Lead the knowledge work supporting the Agent Copilot implementation and target reductions in Average Handling Time
• Build and optimise IVR and self-service knowledge content to reduce call volumes and improve customer outcomes
• Redesign induction and competency training content to accelerate colleague readiness and performance
• Partner with business leaders, operations teams and trainers to identify and prioritise high-impact knowledge opportunities
• Translate product, policy and regulatory changes into clear, accessible and reusable knowledge content
• Establish taxonomy, tagging and content standards to make knowledge easy to find, use and maintain
• Manage and develop content within NICE Knowledge using a platform-agnostic approach
• Partner with Quality Assurance and Quality Monitoring stakeholders to improve knowledge content
• Build a network of Knowledge Leads and implement sustainable governance and continuous improvement practices

Explore Divisional Knowledge Manager at Everywhen. Review requirements and application details.