Operational Knowledge Base Lead
Company: VirtualVocations
Location: Jacksonville
Posted on: November 1, 2024
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Job Description:
A company is looking for an Operational Knowledge Base Lead
(OKB) to manage and enhance the knowledge resources for call center
agents.
Key Responsibilities
Lead the development and maintenance of a comprehensive knowledge
base for agents
Create and curate operational documentation, including SOPs and
troubleshooting guides
Collaborate with cross-functional teams to improve knowledge
resources and agent training
Required Qualifications
Minimum of 3 years of experience in OKB development or related
roles in a contact center environment
Proven experience in creating and improving operational processes
and documentation
Familiarity with knowledge management systems and content
organization tools
Experience in customer service or BPO environments
Bonus points for experience in travel/hospitality, fintech, or SaaS
industries
Keywords: VirtualVocations, Palm Coast , Operational Knowledge Base Lead, Other , Jacksonville, Florida
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here to apply!
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