Now Hiring: Business Development Consultant 3 (Knowledge & Insight Analyst)
Location: Peoria, IL (Hybrid – Up to 3 Days Onsite Weekly)
Duration: 12-Month Contract
Schedule: Monday – Friday, 1st Shift
Pay Rate: $39 – $41 an hr
We are seeking an experienced Knowledge & Insight Analyst to support a customer-focused knowledge management team. This role will be responsible for developing, maintaining, and optimizing knowledge content that enhances both customer and frontline agent experiences.
Key Responsibilities:
- Identify knowledge gaps and lead initiatives to improve content effectiveness.
- Create, update, and maintain customer-facing and agent-facing knowledge articles.
- Develop and enhance knowledge article templates and processes.
- Partner with contact center teams and internal stakeholders to ensure content accuracy and usability.
- Analyze customer behavior and support data to provide recommendations for continuous improvement.
- Participate in tool testing and optimization efforts involving Salesforce, Power BI, and Google Analytics.
- Collaborate with team members to build and improve frontline agent processes.
Required Qualifications:
- 5+ years of relevant professional experience.
- 2+ years of experience developing knowledge articles within a contact center environment.
- Strong verbal and written communication skills.
- Experience working with Power BI dashboards and/or Google Analytics.
- Proactive, self-motivated, and eager to learn.
- Ability to collaborate effectively across teams and stakeholders.
Preferred Qualifications:
- Customer service or contact center experience.
- Experience creating and managing knowledge management programs or initiatives.
- Familiarity with Salesforce platforms and tool testing activities.
Work Environment:
- Hybrid work arrangement with up to three days onsite each week.
- Collaborative team environment within a training and knowledge-focused group.
- Opportunity to drive impactful improvements in customer and agent support experiences.
Important Notes:
- Candidates must currently reside in the Peoria, IL area or surrounding communities.
- Relocation candidates will not be considered.
- Stable work history is strongly preferred.
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