Job Responsibilities
- Oversees all knowledge-related activities, including the management, capturing, sharing and accessibility of knowledge assets.
- Works alongside with Contact Centre stakeholders, internal and external, to promote and optimize the usage of the organization's knowledge assets.
- Acts as Contact Centre’s key liaison through engagement of internal and external stakeholders to facilitate timely information flow to front-liners.
- Reviews campaign collaterals, products & services updates, and disseminates information to Contact Centre staff.
- Provides feedback to Business Unit on proposed initiatives, for further improvement to Contact Centre knowledge base.
- Monitors campaign notifications from Business Units to Contact Centre and engages stakeholders in meeting business agreements.
- Validates dissemination of information reached the relevant parties using suitable methods, as appropriate.
- Ensures the information published in the Knowledge Management System is accurate and updated.
- Serves as Administrator of Contact Centre Knowledge Management.
Job Requirements:
- Bachelor Degree with min 4 to 5 years of working experience in Contact Center
- Exp in stakeholder management
- Ability to share knowledge assets
- Strong in Contact Center domains
- Great communication skills
