Knowledge and Communication Specialist - Contact Center

A00 Premium Brands Services LLC; United States; Hybride; USD 44 000 - 52 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision insurance & 41

Employee Assistance Program (EAP)

Time off – paid time off & holidays

Résumé du poste

KnitWell Group is seeking a Knowledge & Communications Specialist to organize, curate, and share information to improve Contact Center operations and associate engagement. You will develop knowledge strategies, audit knowledge bases, and craft internal communications to align with business objectives.

Responsibilities include maintaining the knowledge base, collaborating with cross-functional teams, and supporting internal communications across platforms like SharePoint and CRM systems.

Qualifications

• Excellent written and verbal communication skills.
• 2+ years of experience in knowledge management, corporate communications, or content development.
• Strong ability to organize and present information effectively.
• Experience with Contact Center systems (knowledge base, IVR, CRM, OMS) is a plus.

Responsabilités

• Develop and implement knowledge management strategies that support operational efficiency and business goals.
• Curate, maintain, and audit a centralized knowledge base for accuracy and accessibility.
• Develop and maintain self-service knowledge articles for customer-facing platforms.
• Establish partnerships with business units to enhance collaboration and knowledge-sharing.
• Create and manage internal communication strategies to ensure timely, clear updates.
• Maintain the internal SharePoint site with up-to-date policies, marketing updates, product knowledge, and promotions.
• Collaborate with Contact Center leaders to ensure consistent messaging on brand updates and customer concerns.
• Develop communications related to process changes and engagement programs.
• Act as a liaison to ensure messaging aligns with company and brand voice.
• Work with leadership to support new initiatives and system changes.

Connaissances

Excellent written and verbal comms

Interpersonal skills

Ability to manage multiple projects

Collaboration across teams

Strong organizational skills

Proactive and adaptable

Formation

High School diploma / GED / Bachelor’s degree preferred

Outils

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

OneDrive

SharePoint

Teams

Description du poste

About us

KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful. Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

Knowledge & Communications Specialist – CCSS (Contact Center Shared Services)

About the role The Knowledge & Communication Specialist is responsible for acquiring, organizing, and sharing information to enhance Contact Center operations, improve decision-making processes, and increase associate engagement. This role supports the development of knowledge management strategies and internal communications. The specialist will collaborate closely with cross-functional teams to maintain and enhance the company’s knowledge base and oversee internal communication strategies that align with business objectives.

Impact you can have

Knowledge Management

• Develop and implement knowledge management strategies that support operational efficiency and business goals.
• Curate, maintain, and audit a centralized knowledge base to ensure accuracy, accessibility, and relevance.
• Develop and maintain self-service knowledge articles for customer-facing platforms.
• Establish and foster partnerships with business units to enhance collaboration and knowledge-sharing.

Internal Communications

• Create and manage internal communication strategies to ensure associates receive timely, clear, and engaging updates.
• Maintain the internal SharePoint site with up-to-date policies, marketing updates, product knowledge, and promotions.
• Collaborate with Contact Center leaders to ensure consistent messaging on brand updates, customer-facing concerns, and associate initiatives.
• Develop and distribute communications related to process changes, customer experience updates, and engagement programs.
• Act as a communications liaison to ensure messaging aligns with company and brand voice.

Operational Excellence & Engagement

• Work closely with leadership teams to support new initiatives and system changes.
• Serve as a key point of contact between internal teams, third-party vendors, and associates to drive efficient and effective communication.
• Ensure communication efforts align with employee retention and satisfaction goals.

You’ll bring to the role

• Excellent written and verbal communication skills, with the ability to craft clear, concise, and engaging content.
• High School diploma, GED, or Bachelor’s degree preferred.
• 2+ years of experience in knowledge management, corporate communications, or content development.
• Strong ability to organize and present information effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneDrive, SharePoint, and Teams).
• Experience with Contact Center systems (e.g., knowledge base, IVR, CRM, and OMS) is a plus.
• Strong interpersonal skills with the ability to collaborate effectively across teams.
• Highly adaptable, proactive, and able to manage multiple projects with minimal supervision.
• Strong attention to detail and ability to meet deadlines.
• Ability to work a flexible schedule to meet business needs.

Benefits

• Medical, dental, vision insurance & 401(K).
• Employee Assistance Program (EAP).
• Time off – paid time off & holidays.
• The target hourly rate for this role is: $21.00/hr.
• Any job offer will consider factors such your qualifications, relevant experience, and skills.

Eligibility of certain benefits and associate programs are subject to employment type and role.

Location

Corporate ascena – Remote.

Position Type: Regular/Full time.

Location: Knoxville, TN; Etna, OH or Ft Myers, FL and works in a hybrid model, with required days worked in the office defined by business needs.

Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

Equal Employment Opportunity

The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy), race, color, national origin, religion, age, disability, genetic information, military status, sexual orientation, gender identity, or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process, please contact [e-mail]. The Company will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business. The Company will not revoke or alter a job offer based on an applicant’s request for reasonable accommodation.