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Manager, Knowledge & Communication – Contact Center
KnitWell Group. Lead a team of knowledge management and communication team members supporting the Contact Center Shared Service .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in developing and implementing knowledge management strategies and frameworks, with a focus on collaboration, training development, and continuous improvement. Proven ability to lead teams and drive cultural change in knowledge sharing within large organizations.
Highest-signal resume keywords
Knowledge Management Strategy DevelopmentTeam LeadershipKnowledge Management Framework ImplementationAnalytical Problem SolvingCollaboration and Independent Work
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Knowledge Management PoliciesKnowledge Sharing CultureKPI DevelopmentWorkflow ImprovementTraining Development
Soft Skills
Intellectual CuriosityAttention to DetailOutside-the-Box ThinkingSelf-MotivationFast-Paced Environment Adaptability
Tools & Technologies
Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft OutlookSharePointOneDrive
Industry Keywords
BPO Partner ManagementContact Center OperationsKnowledge Management Best PracticesEnterprise Knowledge AssetsResource Planning
About the role
Key responsibilities & impact- Lead a team of knowledge management and communication team members supporting the Contact Center Shared Service
- Develop and deliver a knowledge management and communication strategy for internal and external BPO partner team members and leaders
- Partner with HR, Staffing, Analytics & Technology, and Hiring teams
- Develop and implement knowledge management policies and procedures
- Build, manage, and set the direction of the Knowledge Management Framework and team
- Create, capture, organize, and assess knowledge and communication assets for enterprise use
- Align KM strategy with contact center organizational learning strategies
- Develop a roadmap for knowledge management and communication programs using industry best practices and tooling and process advancements
- Promote knowledge management tooling and processes
- Build a culture of knowledge sharing within site operations and advocate for KM initiatives
- Support training development and implementation for KM processes and tooling
- Assist with resource planning for KM initiatives
- Evaluate, revise, and continuously improve KM workflows and procedures
- Share KM implementation learnings and best practices across the Contact Center Shared Service organization
- Incorporate relevant industry insights into the KM Framework
- Design and develop incentive mechanisms recognizing active participants
- Create and review KPIs for adoption and usage of high-value KM content
- Summarize benefits, outcomes, and improvement opportunities
- Identify barriers to KM cultural change and develop programs to drive adoption and improve KM value
Requirements
What you’ll need- Bachelor’s degree in business management or equivalent 4+ years’ experience in implementing or leading KM strategies preferred
- Experience building KM programs within a large organization
- Proven experience leading teams to deliver impact
- Experience managing a team that implemented a knowledge management framework
- Strong intellectual curiosity and attention to detail
- Proven track record of outside-the-box thinking
- Strong analytical skills to solve problems
- Ability to thrive in a fast-paced environment and manage several priorities
- Collaborative approach while being self-motivated and working independently
- Proficient PC skills, including Microsoft Word, Excel, PowerPoint, Outlook, SharePoint, and OneDrive
Benefits
Comp & perks- Merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies
- Support for individual development
- Opportunities for career mobility within the family of brands
- Local volunteer opportunities
- Annual donation and volunteer match to eligible nonprofit organizations
- Philanthropic activities to support communities
- Medical, dental, and vision insurance
- 401(K)
- Employee Assistance Program (EAP)
- Paid time off
- Holidays