Knowledge Management Specialist

myview; Brampton; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

On-site Gym

Tuition Reimbursement

Pension & Benefits

Paid Vacation

Job summary

Loblaw Technology in Brampton, ON seeks a Specialist, Contact Centre Knowledge Management to act as SME for Knowledge Base issues and drive maintenance of first-level documentation. You will collaborate with the Service Desk, lead policy updates, and help improve knowledge resources for our contact centre teams.

This role requires knowledge management experience, strong communication, and the ability to work with little supervision in a fast-paced technology environment.

Qualifications

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

Responsibilities

• Act as the SME for Knowledge Base related issues and queries.
• Collaborate with the Service Desk to review quality metrics and identify gaps for KBAs.
• Attend or schedule/lead meetings to strategize and develop policies and provide updates.
• Oversee maintenance of the Knowledge Base to ensure current, compliant first level documentation.
• Meet with business and support teams to identify shift-left opportunities to increase first-call resolution.

Skills

Knowledge management

Customer service

MS Office Proficiency

Verbal and written communication

Analytical problem solving

Initiative and self-motivation

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

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

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 C