Knowledge Management Coordinator (Internal)

HelloConnect, Inc.

The key responsibility of the Knowledge Management Coordinator is to ensure our employees are kept up to date with all upcoming product and system changes. You will be a champion of the usage of your tools, promoting your knowledge platform to agents whenever possible.

Meet with local stakeholders to obtain all information required for updates & local training initiatives and pass it on to operations & L&D Team, including requesting Canned Responses.

  • Ensuring all agent and support role processes are accessible on our Knowledge Management System.

  • Maintain a high level of document control with a regular review schedule and auditing process.

  • Utilise Insights and Analytics to report on the usage of Knowledge Base articles & fill any knowledge gaps.

  • Owner of quizzes sent via our learning/gamification platforms. All learning checkpoints and pass trends are communicated to the L&D Lead in a timely manner to ensure the training team can manage the next steps.

  • Ensuring all documentation has consistent naming & tagging conventions to increase searchability.

  • Own our Knowledge Management System process when onboarding/offboarding, as well as team management lists.

  • Create weekly reports for agent-level roles; these reports should include, at a minimum, all weekly product updates/centre performance/gamification winners.

  • Create monthly reports for the customer care leadership team; these reports should include, at a minimum, knowledge management performance, changes or trends you have analysed.

  • Support L&D Lead, Instructional Designers and Training Managers with the building of Training Materials and Supplementary Learning Materials.

  • Promote the growth of knowledge within customer care by owning the knowledge management system from a local level.

  • Work with our Training Facilitators to run training on how to better utilise our knowledge base for agents.

  • Management & maintenance of IVR Mapping to correct knowledge articles that appear on our telephony system

  • Ad hoc requests come through to fill gaps identified by CCMs, Analysts i.e. Wrap Code Refresher Documents/training Requests.

  • Working with our Continuous Improvement Lead to coach our customer-facing self-service tool to ensure it is always up to date with updates once our FAQs are updated.

  • Own the rollout of Shelf Implementations including Shelf AI improvements

Skills & Attributes:

  • High attention to detail

  • High level of product and system knowledge (All Markets)

  • Exceptional standard of Customer Experience, with a passion for making sure every customer experience is perfect!

  • High level of computer and analytics skills - Google Sheets & Slides preferred

  • Confident and articulate communication skills

  • Can do attitude, going the extra mile for the customer and our agents.

  • Adapt quickly to any changes in the process.

  • Ability to implement and integrate continuous improvements as outlined by the Manager

  • Can meet deadlines consistently

Company profile

Helloconnect, Inc.

Information & Communication Technology101-1,000 employees

HelloConnect is a general business process outsourcing (BPO) services and information (IT) products and services company.

Our dedicated team is rewarded with good conditions of employment and an excellent internal company culture, with highly motivated and skilled staff who have a knack of providing the highest level of customer satisfaction.

Our parent company is HelloFresh, our mission is to change the way people eat - forever. From our 2011 founding in Europe’s vibrant tech hub Berlin, we’ve become the global market leader in the meal kit sector and inspire millions of energised home cooks across the globe every week.

Perks and benefits
Leave Conversion
Long Service Benefit
Health Maintenance Organization (HMO)
Leave Credits

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