Knowledge Management Specialist

ABOUT THE POSITION 

Join our dynamic Customer Care team and play a pivotal role in shaping exceptional consumer experiences for our North American brands. We put the consumer at the heart of everything we do, delivering support that delights and builds loyalty. If you are passionate about designing innovative tools and services that enhance both internal and external operations and consumer interactions, and excited to help transform our contact centers into a loyalty-driven growth engine, then this is your opportunity!

The Knowledge Management Specialist is responsible for creating, editing, and maintaining knowledge base articles for contact center agents and consumers. This role involves managing frequently asked questions (FAQs), create and define standard operating procedures, and oversee the overall communications approach for agents and teams regarding knowledge management, and ensuring that all key updates are accurately and efficiently communicated. The Specialist will collaborate closely with training, quality assurance, technology, people management, brick and mortar and eCommerce operations teams. This role will elevate the consumer self-service experience and improve the timeliness and accuracy of support articles used by agents.

Key Responsibilities:
 

Knowledge Base Management:

• Create, edit, and maintain knowledge base articles for agents and consumers.
• Ensure the accuracy, clarity, and completeness of all knowledge base content.
• Regularly review and update existing articles to reflect new information, products, policies, or procedures.

Frequently Asked Questions (FAQs):

• Develop and manage a comprehensive FAQ section for agents and consumers.
• Regularly update FAQs based on:
  • common inquiries
  • feedback from agents and consumers
  • business changes
  • consumer sentiment

Communication and Collaboration:

• Develop and implement a communication strategy to keep agents and teams informed of key updates and changes.
• Conduct training sessions and workshops for agents on how to effectively use the knowledge base.
• Communicate promotion calendars through presentations, instant messenger, emails, team meetings, and visual displays.
• Deliver presentations and speak publicly during department meetings.
• Work closely with subject matter experts, product managers, and other stakeholders to gather information and ensure accuracy.
• Partner with training, quality assurance, technology, operations, people management, and eCommerce operations teams to align knowledge management strategies.
• collaborate with digital technology teams to ensure that FAQs utilized by automated assistants or workflows are up to date and effective

Quality Assurance:

• Monitor and analyze the usage and effectiveness of knowledge base articles.
• Implement feedback mechanisms to continuously improve the quality of knowledge base content.
• Conduct periodic audits to ensure compliance with company standards and guidelines.

Reporting and Analysis:

• Generate and analyze reports on knowledge base usage, trends, and feedback.
• Provide insights and recommendations to improve:
  • the overall knowledge management process.
  • FAQ candidates for automation
  • Consumer awareness and usage of self-service portals

Experience:

• 3-5 years of experience in a knowledge management role within a contact center environment.
• Proven experience in creating and managing knowledge base content.
• Experience in conducting training and facilitating workshops.
• Familiarity with knowledge management systems and tools.
• Experience collaborating with cross-functional teams, including training, quality assurance, technology, people management, and eCommerce operations.

Educational Qualifications:

• Bachelor’s degree in Communications, Information Management, or a related field
• Certifications or experience in key areas of consumer or contact center management

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This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company. 

Columbia Sportswear is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The Know Your Rights poster is available here: https://www.eeoc.gov/poster The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf Columbia Sportswear is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please notify your recruiter.At Columbia Sportswear Company, we’re proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical, social/emotional, financial, career and community. Benefits that can protect your family’s financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical, dental, vision, life Insurance, disability, flexible spending accounts, health savings account, and an assortment of voluntary benefit offerings (accident, critical illness, hospital indemnity, and legal services). In addition, Columbia offers EAP + which is free and confidential 24/7/365 counseling services. We have extensive wellness benefits, employee discounts and a generous time off program available.If you need an accommodation/adjustment to successfully complete and submit your application, please reach out to AskHR@columbia.com with the Subject: Applicant Assistance Requested.