At a Glance
- Tasks: Lead and mentor a team in developing impactful knowledge content for clients.
- Company: Join Percepta, a dynamic company focused on continuous improvement and innovation.
- Benefits: Enjoy competitive pay, professional growth opportunities, and a supportive work culture.
- Other info: Fast-paced environment with opportunities for travel and personal development.
- Why this job: Make a real difference by enhancing customer satisfaction through effective knowledge management.
- Qualifications: Experience in call centres or training, with strong communication and coaching skills.
The predicted salary is between 40000 - 50000 £ per year.
At Percepta, the Global Knowledge Base Content Specialist III is responsible for the training and certification of all content specialists, whether dedicated or shared (also including Instructional Designers). The Global Knowledge Base Content Specialist III will coach and mentor all intradepartmental personnel in their daily roles, responsibilities, and professional development as it pertains to Global Knowledge Base content development and maintenance to support the client’s social knowledge strategy. The position requires organisational developmental skills to coach a large team to develop, deliver, and evaluate complex and flexible knowledge content by line of business.
Additional responsibilities include:
- Driving improvement initiatives in Customer Satisfaction.
- Timely, concise responses and resolution of customer escalations to all clients.
- Analysis of metrics and development of plans for those not meeting required targets.
- Development of action plans to address underachieving metric performance as it pertains to Global Knowledge Base strategy.
Responsibilities
- Leadership, Communication, Strategic and Business Management
- Partner with the Global Knowledge Base Content Specialists to provide direction, development, and removal of obstacles that may inhibit their success of all initiatives.
- Cultivate a communications network among the Community Specialists to provide a forum for problem solving and best practice sharing.
- Support department management as required.
- Identify process breakdowns by performing root cause analysis, and to develop and implement solutions that enable continuous improvement for the organization.
- Proactive communication and solutions with client partners that deliver upon customer concern resolutions requirements based upon GAP analysis.
- Promote and foster a continuous improvement culture within the organization and communicate new process and policy changes quickly and efficiently in a fast-paced environment.
- Offer solutions to L&D Training Supervisors to provide solutions for Operations Management and Business Owners with regards to assigned Programs (Business Units) relating to L&D/Training.
- Department Coordination
- Responsible for Global Knowledge Base utilization and content validation reporting – the tracking of report date and the production of reports to meet stakeholder needs.
- Continuous development and implement strategies to meet Operations Global Knowledge Base content objectives.
- Develop, implement, and coordinate “Train-the-Trainer” sessions for Global Knowledge Base authoring processes.
- Identify training and quality needs in partnership with Training Supervisors, Regional Manager, Program Managers and Business Owners while ensuring that the best-in-class initiatives are implemented.
- Deliver coach-backs and mentor Global Knowledge Base Content Specialists to improve performance.
- Promote and foster a continuous improvement culture within the organization.
- Personnel Development and Staff Management
- Develop and monitor performance standards and measurements of Global Knowledge Base Team.
- Coach Global Knowledge Base Content Specialists to ensure efficiency of material development in line with Business Owner requirements, process flows, and appropriate deadlines.
- Provide feedback to Learning & Development Supervisors when additional coaching for Global Knowledge Base Content Specialists may be needed.
- Conduct audits on employee performance in the areas of productivity, evaluation skill and policy compliance.
- Miscellaneous
- Work on activities and/or projects as requested by Learning & Development Supervisor and/or Regional Manager.
- Conduct/participate in focus groups and agent/company feedback sessions.
Education
- Bachelor’s degree or Associates Degree / College Diploma or similar / BETC/HNC/HND/ N/SVQ level 3 with 3-5 years/mid-level call center experience required.
Experience
- 3-5 years / mid-level call center or training experience.
- Knowledge of and practical application of Adult Learning Theory and instructional design principles.
- Minimum five years / mid-level of training contact center experience preferred.
- Training in process improvement or Six Sigma methodology preferred.
- Possess a sound understanding of positive coaching techniques.
- Practical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices.
- Ability to design solutions incorporating a variety of learning products.
- Ability to work with virtual groups.
- Familiar with call center basics and the technology involved.
Skills
- Possess a high degree of professionalism.
- Excellent communication, oral, and written skills.
- Must be computer literate with word processing, spreadsheets, flowcharting applications, project management software and authoring software for web-based development.
- Proficiency in MS Office applications.
- Analytical skills to uncover root causes and develop improvement initiatives.
- Ability to create a supportive and conducive adult learning environment.
- Must be familiar with Learning Management Systems, systems hierarchy, basic functionality, roles and responsibilities of system basics.
- Demonstrated decision making skills in high impact environments.
- Strong project management skills.
- Excellent time management skills.
- Must be detail oriented.
- Knowledge of call center business and/or experience, desired.
- Must be able to effectively interact with all internal departments and levels of management.
- Must represent Percepta professionally with all clients and outside organizations.
- Ability to prioritise activities in a fast-paced and dynamic environment.
- Excellent team collaboration and coordination skills with the ability to foster a team spirit.
- Ability to work effectively in a team oriented, high demand and fast paced environment.
- Customer focused behaviour.
- Leadership, conflict, and negotiation skills.
- Exemplary standards of integrity, personal work ethic and continuous involvement in self education and development.
Other
- Proven ability to manage multiple, concurrent programs.
- Uses diplomacy and discretion in communication.
- Ability to maintain confidentiality and ability to handle sensitive material.
- Translates complications into practical solutions.
- Mobility: willing to travel to sites as needed.
Global Knowledge Base Content Specialist III in Daventry employer: Percepta
At Percepta, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. As a Global Knowledge Base Content Specialist III, you will benefit from comprehensive training programmes, mentorship opportunities, and a collaborative environment that encourages innovation and continuous improvement. Our commitment to employee satisfaction is reflected in our focus on professional development and the chance to make a meaningful impact within a supportive team.
StudySmarter Expert Advice🤫
We think this is how you could land Global Knowledge Base Content Specialist III in Daventry
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Percepta on LinkedIn. Ask them about their experiences and any tips they might have for landing the Global Knowledge Base Content Specialist III role.
✨Tip Number 2
Prepare for the interview by practising common questions related to coaching, mentoring, and content development. We recommend using the STAR method to structure your answers – it’ll help you showcase your skills effectively!
✨Tip Number 3
Showcase your passion for continuous improvement! Be ready to discuss specific examples of how you've driven improvement initiatives in past roles. This will resonate well with the hiring team at Percepta.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Global Knowledge Base Content Specialist III in Daventry
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Global Knowledge Base Content Specialist III role. Highlight your relevant experience in training, coaching, and content development to show us you’re the perfect fit!
Show Off Your Skills:Don’t hold back on showcasing your skills! We want to see your communication prowess, project management abilities, and any experience with adult learning theories. Use specific examples to illustrate how you've made an impact in previous roles.
Be Concise and Clear:When writing your application, keep it concise and to the point. We appreciate clarity, so make sure your sentences are straightforward and your achievements stand out. Remember, less is often more!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the hiring process!
How to prepare for a job interview at Percepta
✨Know Your Stuff
Make sure you’re well-versed in the key responsibilities of the Global Knowledge Base Content Specialist III role. Brush up on your knowledge of adult learning theory, instructional design principles, and any relevant metrics or improvement initiatives. This will show that you’re not just interested in the job, but that you understand what it entails.
✨Showcase Your Coaching Skills
Since this role involves coaching and mentoring, be prepared to discuss your experience in developing others. Think of specific examples where you’ve successfully guided a team or individual through challenges. Highlight your positive coaching techniques and how they’ve led to improved performance.
✨Demonstrate Problem-Solving Abilities
The ability to identify process breakdowns and develop solutions is crucial. Prepare to share instances where you’ve performed root cause analysis and implemented effective strategies for continuous improvement. This will demonstrate your analytical skills and proactive approach.
✨Communicate Effectively
Strong communication is key in this role. Practice articulating your thoughts clearly and concisely. Be ready to discuss how you’ve fostered communication networks in previous roles, as well as how you handle customer escalations. This will showcase your professionalism and ability to work collaboratively.
