The job below is no longer available.
You might also like
in Uniontown, PA
$47est. per hour AHN Healthcare@Home • 18h agoJust posted Urgently hiring Use left and right arrow keys to navigate- $40
est. per hour AHN Healthcare@Home • 18h agoJust posted Urgently hiring Use left and right arrow keys to navigate - $11
est. per hour Lowe's • 5d agoUrgently hiring 17.1 mi Use left and right arrow keys to navigate - $17
est. per hour - Arby's • 2h ago
Urgently hiring Use left and right arrow keys to navigate
Social Knowledge Management Specialist - Uniontown, Pennsylvania, United States
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Uniontown, PA UNIONTOWN, Pennsylvania |
About this job
Social Knowledge Management Specialist
Description
TeleTech, a global business process outsourcer is taking advantage of the latest innovations in social business software to help our clients achieve their goals. The Social Knowledge Management Specialist will be responsible for the maintenance of the client knowledge bases built on social software. This exciting role uses the latest social technology, such as forums, blogs, podcasts, gamification, RSS, wikis, videos and user-generated content, to ensure contact center associates are able to deliver the best experience to their customers.
Duties and Responsibilities:
Qualifications:
Description
TeleTech, a global business process outsourcer is taking advantage of the latest innovations in social business software to help our clients achieve their goals. The Social Knowledge Management Specialist will be responsible for the maintenance of the client knowledge bases built on social software. This exciting role uses the latest social technology, such as forums, blogs, podcasts, gamification, RSS, wikis, videos and user-generated content, to ensure contact center associates are able to deliver the best experience to their customers.
Duties and Responsibilities:
- Align knowledge base structure and strategy with Operations goals and metrics
- Update the knowledge base by coordinating client related content with appropriate executive management, learning and development teams and other resources.
- Create, develop and post interactive client related materials and product knowledge content that enables contact center associates to delight their customers. Encourages participation and the development of user-generated content in a collaborative knowledge base.
- Monitor daily activity and ensure knowledge base is updated with appropriate content.
- Administer appropriate community access, roles and permissions.
- Act on behavior that is outside Code of Conduct; remove posts, take corrective coaching action, escalate to appropriate manager.
- Coach users on knowledge base tools and coordinate with operations, training & quality teams to produce educational content within the knowledge base
- Conduct usability assessments in alignment with ongoing initiatives
Qualifications:
- Technically capable of managing community administration tasks such as workspace setup, permissions, and content publishing.
- Good time management skills with ability to plan, prioritize, monitor, and respond to changes quickly.
- Excellent communicator; displays a professional, conversational verbal and writing style.
- Able to coach; responsible for coaching users on community tools and coordinating with training & quality teams to produce educational content within the community
- Ability to facilitate focus groups, usability sessions and subject matter expert interviews as well as identify and document key themes emerging from these activities
- Respected and trusted by peers and site management.
Your Privacy Choices