Knowledge Management Specialist - Contact Centre
RandstadAbout the Role
We are looking for a Knowledge Management Specialist with a strong background in contact center operations to join our team. In this 12-month fixed-term contract, you'll be the champion of an internal knowledge base, ensuring the customer-facing teams have instant access to accurate and up-to-date information. Your work will be key in improving efficiency, reducing call handling times, and boosting first-call resolution rates.
Key Responsibilities
Content Management: Create, update, and manage high-quality knowledge articles, FAQs, and guides for our contact center agents.
System Administration: Maintain and optimize our Knowledge Management System (KMS) to ensure it is easy to use and provides relevant, searchable information.
Stakeholder Collaboration: Work with subject matter experts, team leaders, and project teams to capture new information and refine existing content.
Coaching & Training: Provide guidance and support to contact center operators, helping them effectively use the knowledge base to improve their performance.
Performance Analysis: Analyze knowledge usage metrics and user feedback to identify gaps and lead initiatives that enhance content effectiveness.
What You'll Bring
Proven Experience: Demonstrated experience in a Knowledge Management or similar role, specifically within a contact center environment.
Technical Proficiency: Hands-on experience with Knowledge Management Systems (e.g., LivePro, Salesforce Knowledge, Zendesk Guide, or similar).
Industry Knowledge: Previous experience in the superannuation industry is highly regarded.
Vendor and Project Collaboration: Experience working with external vendors and contributing to project teams.
Strong Communication: Exceptional written and verbal communication skills with a focus on translating complex information into simple, actionable guidance.
Analytical Skills: The ability to use data and user feedback to drive improvements in our knowledge base.
Salary
This is a 12-month fixed-term contract with a salary range of $75k - $85k, inclusive of superannuation, dependent on your skills and experience. With a superannuation background - a higher salary could be offered
If you are a passionate and proactive individual ready to make a significant impact please APPLY NOW!
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.