Global Knowledge Base Content Specialist III

TeleTech Holdings, Inc.; Daventry; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading company in customer experience solutions is seeking a Senior Global Knowledgebase Content Specialist in Daventry. This role involves developing and managing knowledge base content, coaching personnel, and driving customer satisfaction initiatives. The ideal candidate will possess strong leadership and analytical skills, along with extensive call center experience.

Benefits

25 days Annual leave

Life Assurance 4 x annual salary

Contributory pension scheme

Private Medical Insurance

Comprehensive travel insurance

Discounted dental scheme

Employee Assistance Program (EAP)

Qualifications

• Extensive mid-level call center experience required.
• Training in process improvement or Six Sigma methodology preferred.
• Excellent communication, oral, and written skills.

Responsibilities

• Driving improvement initiatives in Customer Satisfaction.
• Developing action plans to address underachieving metric performance.
• Cultivating a communications network among the Community Specialists.

Skills

Leadership

Communication

Analytical skills

Project management

Customer focused behavior

Education

Bachelor’s degree or Associate Degree/College Diploma

Tools

MS Office applications

Learning Management Systems

Job description

Senior Global Knowledgebase Content Specialist

Location – Daventry, Northamptonshire

Hours – Monday to Friday 8.30am to 5.00pm.

Hybrid Working - Minimum 3 days but up to 5 days in the office.

At Percepta, we bring first-class service across each market we support. As Global Knowledgebase Content Specialist based at Daventry, Northamptonshire, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing:

The Global Knowledge Base Content Specialist III is responsible for Knowledge Base content that is created for the markets that we cover in Europe. The Global Knowledge Base Content Specialist III will possess skills that mean they are capable of coaching and mentoring all intradepartmental personnel in their daily roles, responsibilities, and professional development as it pertains to Global Knowledge Base content development and maintenance to support the client’s social knowledge strategy. The position requires organizational developmental skills to deliver and evaluate complex and flexible knowledge content by line of business. Additional responsibilities include:

• Driving improvement initiatives in Customer Satisfaction.
• Timely, concise responses and resolution of customer escalations to all clients.
• Analysis of metrics and development of plans for those not meeting required targets.
• Development of action plans to address underachieving metric performance as it pertains to Global Knowledge Base strategy.

During a Typical Day, You’ll:

Leadership, Communication, Strategic and Business Management

• Partner with the Global Knowledge Base Content Specialists to provide direction, development, and removal of obstacles that may inhibit their success of all initiatives.
• Cultivate a communications network among the Community Specialists to provide a forum for problem solving and best practice sharing.
• Support department management as required.
• Identify process breakdowns by performing root cause analysis, and to develop and implement solutions that enable continuous improvement for the organization.
• Proactive communication and solutions with client partners that deliver upon customer concern resolutions requirements based upon GAP analysis.
• Promotes and fosters a continuous improvement culture within the organization and communicates new process and policy changes quickly and efficiently in a fast-paced environment.

Department Coordination

• Responsible for Global Knowledge Base utilization and content validation reporting – the tracking of report data and the production of reports to meet stakeholder needs. (Business Reviews, Monthly reports, new hire training dashboard, analysis of appeals etc.).
• Continuous development and implement strategies to meet Global Knowledge Base content objectives.
• Develop, implement, and coordinate “Train-the-Trainer” sessions for Global Knowledge Base authoring processes.
• Identify training and quality needs in partnership with Training Supervisors, Regional Manager, Program Managers and Business Owners while ensuring that the best-in-class initiatives are implemented.

Personnel Development and Staff Management

• Develop and monitor performance standards and measurements of the Global Knowledge Base.
• Maintain continuous self-development to be able to ensure efficiency of material development in line with Business Owner requirements, process flows, and appropriate deadlines.

Miscellaneous

• Work on activities and/or projects as requested by Supervisor and/or Regional Manager.
• Conduct/participate in focus groups and agent/company feedback sessions.

What You Bring to the Role:

• Bachelor’s degree or Associate Degree/College Diploma or similar/BTEC/HNC/HND/N/SVQ level 3) with extensive mid-level call center experience required.
• Extensive mid-level call center or training experience.
• Advanced mid-level of training contact center experience preferred.
• Training in process improvement or Six Sigma methodology preferred.
• Possess a sound understanding of positive coaching techniques.
• Practical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices.
• Ability to design solutions incorporating a variety of learning products.
• Ability to work with virtual groups.
• Familiar with writing copy for digital platforms.
• Possess a high degree of professionalism.
• Excellent communication, oral, and written skills
• Must be computer literate with word processing, spreadsheets, flowcharting applications, project management software and authoring software for web-based development.
• Proficiency in MS Office applications
• Analytical skills to uncover root causes and develop improvement initiatives.
• Ability to create a supportive and conducive adult learning environment.
• Must be familiar with Learning Management Systems, systems hierarchy, basic functionality, roles and responsibilities of system basics.
• Demonstrated decision making skills in high impact environments.
• Strong project management skills
• Excellent time management skills
• Must be detail oriented.
• Knowledge of call center business and/or experience, desired
• Must be able to effectively interact with all internal departments and levels of management. Must represent Percepta professionally with all clients and outside organizations.
• Ability to prioritize activities in a fast-paced and dynamic environment.
• Excellent team collaboration and coordination skills with the ability to foster team spirit.
• Ability to work effectively in a team oriented, high demand and fast paced environment.
• Customer focused behavior.
• Leadership, conflict, and negotiation skills.
• Exemplary standards of integrity, personal work ethic and continuous involvement in self-education and development.
• Proven ability to manage multiple, concurrent programs.
• Uses diplomacy and discretion in communication.
• Ability to maintain confidentiality and ability to handle sensitive material.
• Translates complications into practical solutions.
• Mobility: willing to travel to sites as needed

What You Can Expect:

• 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.
• Life Assurance 4 x annual salary
• Contributory pension scheme
• Private Medical Insurance
• Comprehensive travel insurance for you and family in line with Scheme rules
• Discounted dental scheme
• Discounts on brand new vehicles
• Employee Assistance Program (EAP)

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by themeveryday. As a Percepta team member, you can expect:

Culture of Service– to be treated like you are the customer from day one

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth – lots of learning opportunities for aspiring minds

Diversity– be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation– we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

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