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Deloitte Contact Center Training and Knowledge Management Lead in Charleston, West Virginia

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.

Work you'll do:

  • Develop and publish knowledge articles which support a Government client's Contact Center agents with the execution of their daily tasks / operations.

  • Develop and oversee contact center knowledge governance process

  • Lead junior KM team members in identifying, creating, updating, and maintaining KMA's

  • Interface with training and operational SMEs to predict and plan for new knowledge needs

    The team

Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

The Contact Center practice is part of Deloitte's GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients' customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.

Qualifications

Required:

  • 3+ years experience within Knowledge Management, Internal Communication, or Training

  • 2+ years of Contact Center experience with familiarity of different workstreams such as QA, WFM, and Ops Management

  • 2+ years of experience creating a variety of internal documents such as one-pagers, governance documents, workflows, and trainings

  • 1+ years of training experience

  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

  • Up to 25% travel required

Preferred:

  • Bachelor's degree

  • Experience in multiple Contact Center workstreams

  • Excellent verbal and written communication skills

  • Previous Consulting experience

How you'll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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