Content Research Manager – Call Center

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TechOp Solutions International

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔐 Security

🏛️ Government

🏢 Enterprise

Security • Government • Enterprise

TechOp Solutions International is a company that provides a dynamic and unique blend of operational and technical expertise. They specialize in offering comprehensive solutions by being more operational than technologists and more technical than operators, which allows them to deliver distinctive services. With decades of experience, TechOp Solutions has worked with federal, state, local, and private organizations, including the Department of Homeland Security, the United States Marine Corps, and the Department of Defense, helping them prepare for and respond to security threats. They offer a team-oriented work environment with competitive salaries and benefits, promoting both professional and personal growth for their associates.

📋 Description

• TechOp Solutions International is experienced Remote Content Research Manager to support a high-volume, remote call center. The Content Research Manager leads the development, maintenance, and continuous improvement of customer support content, knowledge management resources, and content governance processes. This position oversees a team of content analysts while ensuring customer-facing information remains accurate, current, and easily accessible. • **Duties:** • · Lead the research, development, organization, and maintenance of knowledge base content. • · Supervise Content Research Analysts and assign daily work activities. • · Review customer escalations and coordinate research efforts to resolve complex inquiries • · Evaluate system enhancements and provide feedback on CRM, knowledge management, and customer service technologies. • · Analyze customer trends and recommend improvements to content, workflows, and business processes. • · Collaborate with subject matter experts to validate and improve customer-facing information. • · Perform additional duties as assigned

🎯 Requirements

• - Bachelor's degree from an accredited institution. • - Minimum six (6) years of experience in knowledge management, content development, customer support, or related operational environments. • - Experience with CRM and knowledge management platforms preferred. • - Excellent leadership, communication, organizational, and stakeholder management skills. • - Must meet security eligibility requirements.

🏖️ Benefits

• TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.