Contact Center Knowledge Manager

🕒 July 16

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 23%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Empower AI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🎖️ Defense

🏥 Healthcare

📦 Logistics

Defense • Healthcare • Logistics

Empower AI, formerly known as NCI, is a company that enhances the capabilities of public sector teams through advanced artificial intelligence solutions. With a focus on federal agencies, Empower AI leverages its extensive technical expertise to address complex challenges in both Civilian and Defense missions, enabling government leaders to boost workforce productivity and make informed decisions quickly. The company's offerings encompass a range of specialties, including AI, cybersecurity, software development, and cloud migration, aimed at facilitating meaningful transformation within government operations.

📋 Description

• Maintain contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance. • Develop Standard Operating Procedures (SOPs) as they relate to Knowledge Management. • Develop knowledge training programs for staff on how to use the KM IT Tool.

🎯 Requirements

• Bachelor's degree in Knowledge Management, Information Systems, or related field. • 4-6 years experience managing and maintaining contact center knowledge management processes. • Technical expertise in CRM configuration, operations, and maintenance. • Relevant experience as a KM within Department of Transportation (DOT). • Experience with Salesforce as a CRM. • Expertise in developing Standard Operating Procedures (SOPs). • Experience developing a knowledge training program. • Technical writing, data analysis and strategic planning skills.

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible work arrangements