Job Title: Business Development Consultant 3
Location: Peoria, IL
Job Type: W2 Contract
Expected hours per week: 40 hours per week
Schedule: Hybrid (M-F)
Pay Range: $38 – 41.50 per hour
Job Description:
Position’s Contributions to Work Group:
- More specific title would be Knowledge and Insight Analyst.
- Identify knowledge article needs and drive suitable knowledge initiatives that deliver on our brand promise.
- Responsible for the development of effective knowledge article templates and the development of customer and agent facing knowledge articles that deliver a world-class customer experience.
- Will lead knowledge efforts for our Support/ Contact Center Operations and will partner with 3rd party contact centers and internal partners to ensure knowledge articles are understandable and up to date.
Education & Experience Required:
- 5+ years’ experience in this capacity
- Degree is a nice to have but not required.
- 2+ years combined experience working within a contact center environment developing knowledge articles for frontline agents
Required Technical Skills:
- Collaborate with team members on building front line agent processes.
- Develop, build, and refresh knowledge articles.
- Attend necessary business meetings.
- Analyze customer behavior data and make recommendations.
- Tool testing (salesforce tool, Power BI and Google Analytics
- Customer service background a plus.
Experience analyzing data via Power BI dashboards and/or google analytics.
Soft Skills:
- Must possess superior human relation skills and excellent verbal and written communication skills.
- Internally motivated, proactive, and eager to learn
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