Knowledge Management Specialist

Loblaw Companies Limited; Brampton; On-site; CAD 52,000 - 72,000; Full time

Benefits offered by this job

Work Perks Program

On-site Gym

Tuition Reimbursement & OnlineLearning

Pension & Benefits

Paid Vacation

Dry Cleaning at 1PCC Office

Job summary

Loblaw Companies Limited in Brampton, ON is seeking a Specialist, Contact Centre Knowledge Management to create, maintain and improve Knowledge content for customer support. You will transform complex policies into concise knowledge articles, scripts and FAQs to assist contact centre agents.

Responsibilities include acting as SME for Knowledge Base, updating articles, and driving initiatives to increase first-call resolution while collaborating with service desk and business teams.

Qualifications

• Knowledge management experience is an asset.
• Experience in customer service or customer advocacy role.
• Proficiency with PC-based internet and software applications, including Microsoft Office applications.
• Excellent verbal and written communication skills.
• Analytical problem solver with attention to detail.
• Professional, enthusiastic, dependable, and flexible.
• Must take initiative and be able to work with little supervision.

Responsibilities

• Act as the Subject Matter Expert (SME) for all Knowledge Base related issues and queries.
• Collaborate with Service Desk colleagues to review quality metrics and identify procedural/training gaps for Knowledge Base improvements.
• Attend or schedule/lead meetings to strategize and develop new policies and procedures; provide status updates and direction on future activities.
• Oversee maintenance and updating of the Knowledge Base to keep First Level support documentation current and compliant.
• Meet with business/support teams to identify shift-left opportunities to increase first-call resolution.

Skills

Knowledge management

Customer service

Microsoft Office

Verbal and written communication

Analytical problem solving

Initiative & self-motivation

Teamwork & flexibility

Tools

Microsoft Office

Job description

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country’s largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Does working with some of Canada’s most talented minds in innovation supporting retail, digital consumer solutions and analytical platforms excite you? Loblaw Technology powers some of Canada’s most game-changing retail solutions, giving our customers the ability to live their lives well.

Come work with a team that values diverse ideas, fosters a culture of inclusion and develops our talent from within. Loblaw Technology gives you the chance to excel and helps you to strive for success in a big way. Keep reading to learn more!

Specialist, Contact Centre Knowledge Management Brampton, ON

The Contact Centre Knowledge Management Specialist will be responsible for creating, maintaining and continuously improving clear and accurate Knowledge content that enables our contact centre agents to confidently support our customers.

This role transforms complex policies, procedures, processes and business information into concise, easy to follow knowledge articles, job aids, scripts, FAQs and other support material.

What You’ll Do:

• Act as the Subject Matter Expert (SME) for all Knowledge Base related issues and queries
• Collaborating with the various colleagues within the Service Desk to review quality metrics and to identify any procedural and training gaps which may be addressed through the enhancement of the existing Knowledge Base Articles (KBA)
• Attend or schedule/lead meetings to strategize and develop new policies and procedures, to provide updates on the status of current activities and projects, and to obtain guidance and direction on any future activities and initiatives
• Oversee the maintenance and updating of the Knowledge Base to ensure that all First Level support documentation is current, and that it accurately complies with policies, procedures and standards as well as best working practices
• Meeting with business and support teams to identify shift-left opportunities to increase first-call resolution (FCR) for the contact centre

What you Bring:

• Knowledge management experience is an asset
• Previous experience in customer service or customer advocacy role
• Proficiency with PC-based internet and software applications, including Microsoft Office applications such as Word, Excel and PowerPoint
• Excellent verbal and written communication skills
• Individual must be an analytical problem solver with attention to detail
• Professional, enthusiastic, dependable, and flexible
• Must take initiative and be able to work with little supervision

What Loblaw Offers You

We offer flexibility and balance, and an environment that sets you up for success no matter where your workspace is located.

Here, you will find a great team to help you achieve your goals as you help us achieve ours! Work in our fast-paced, exciting Technology environment, helping our stores, colleagues and customers every day.

Loblaw colleagues also enjoy:

• Work Perks Program
• On-site Gym, Basketball & Volleyball courts, Dry Cleaning services (1PCC Office)
• Tuition Reimbursement & Online Learning
• Pension & Benefits
• Paid Vacation

Requests for accommodation in the recruitment, assessment, and hiring process is available upon request for applicants with disabilities. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note: Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

Hiring Range / Échelle salariale à l’embauche :

$52,000.00 - $71,500.00 / 52.000,00$ - 71.500,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

Loblaw recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. At Loblaw, we celebrate diversity and strive to build a culture of inclusion where differences are embraced, valued and supported. We are committed to being an equal opportunity employer and encourage people from all backgrounds and identities to apply to our jobs.

Accommodation in the recruitment, assessment, and hiring process is available upon request for applicants with disabilities.

We thank all candidates for their interest but please note, those candidates who meet the minimum requirements for the position will be contacted.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.