Position Purpose:

Responsible for owning and overseeing the Contact Centers knowledge base (Genesys) and leading the Knowledge Management Shared Services team which consists of Content Specialists. The Knowledge Manager works closely with Contact Center leadership to align knowledge management strategies with operational goals ensuring agents have access to accurate and up-to-date information to support member/ provider inquiries. Additionally the Knowledge Manager develops best practices for knowledge management monitors the quality and performance of the knowledge base and identifies opportunities for growth.

Location:

This position is full-time in a typical office setting and could potentially operate on a 3 day in office 2 day schedule located in Columbia SC. Please note this is subject to change based on employee performance and/or business need.

What Youll Do

• Supervises & manages members of the Knowledge team. This includes providing guidance on best practices for Knowledge Management supporting the team with blockers ensuring the team is following correct procedures when creating/ updating/ archiving articles providing feedback to team members on a regular basis identifying opportunities for growth discussing career goals and facilitating performance reviews.

• Sets Knowledge Management objectives and is responsible for developing updating and monitoring key performance indicators related to Knowledge. This includes monitoring long-term trends and working with LOB leads to align on standards and goals.

• Identify opportunities to improve Knowledge Management processes and collaborate with other departments/appropriate leaders to implement changes to increase efficiency & effectiveness (e.g. opportunities for automation). Work with LOB leads to support with strategic planning for ongoing improvement.

• Works with Content Specialists and LOB leads to identify trends in the data and determine where additional knowledge can be created to solve for those gaps.

To Qualify for This Position Youll Need the Following:

Required Education:

• Bachelors in job related field.

Degree Equivalency:

• Associates degree plus an extra 2 years job related work experience for a total of 7 years of required work experience (see required work experience)

OR

• 9 total years required work experience.

Required Work Experience:

• 5 years of experience as a Content Specialist or in a relevant role demonstrating thorough knowledge of managing a knowledge base & associated processes as well as and contact center standards of excellence.

Required Skills and Abilities:

• Analytical Skills: Strong ability to identify gaps in current processes and a creative mindset to develop new processes or systems to increase efficiency.

• Communication Skills: Strong written and verbal communication skills to effectively communicate with leaders team members and other departments.

• Leadership experience: Ability to lead a team identify opportunities for growth and guide team members to improve their skills providing constant feedback.

• Critical thinking skills: Ability to solve business problems and make informed decisions based on data and logic.

• Coaching Experience: Demonstrated ability to provide coaching and identify areas for improvement within individuals and the broader organization.

• Contact Center experience: General knowledge of business operations objectives strategies processes and information flow

Required Software and Tools:

• Microsoft office.

We Prefer That You Have the Following:

• Familiarity with knowledge management systems content management tools and collaboration platforms.

• Experience with Change management including the ability to drive adoption of knowledge management practices and tools.

• Ability to structure and maintain knowledge repositories.

• Strong understanding of taxonomy and metadata for easy retrieval.

• Understanding of AI-driven knowledge tools and automation.

• Skilled in training and onboarding employees to use KM systems effectively.

Our comprehensive benefits package includes the following:

We offer our employees great benefits and rewards. You will be eligible to participate in the benefits the first of the month following 28 days of employment.

• Subsidized health plans dental and vision coverage

• 401k retirement savings plan with company match

• Life Insurance

• Paid Time Off (PTO)

• On-site cafeterias and fitness centers in major locations

• Education Assistance

• Service Recognition

• National discounts to movies theaters zoos theme parks and more

What We Can Do for You:

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills advance their careers and contribute their unique abilities to the growth of our company.

What to Expect Next:

After submitting your application our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age race color national origin sex religion veteran status disability weight sexual orientation gender identity genetic information or any other legally protected status. Additionally as a federal contractor the company maintains affirmative action programs to promote employment opportunities for individuals with disabilitiesand protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with disabilities pregnant individuals individuals with pregnancy-related conditions and individuals needing accommodations for sincerely held religious beliefs provided that those accommodations do not impose an undue hardship on the Company.

If you need special assistance or an accommodation while seeking employment please email or call ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Heres moreinformation.

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