About us

Knowledge & Communications Specialist CCSS (Contact Center Shared Services)

About the role

The Knowledge & Communication Specialist is responsible for acquiring organizing and sharing information to enhance Contact Center operations improve decision-making processes and increase associate engagement. This role supports the development of knowledge management strategies and internal communications.

The specialist will collaborate closely with cross-functional teams to maintain and enhance the companys knowledge base and oversee internal communication strategies that align with business objectives.

The impact you can have

Knowledge Management:

• Develop and implement knowledge management strategies that support operational efficiency and business goals.
• Curate maintain and audit a centralized knowledge base to ensure accuracy accessibility and relevance.
• Develop and maintain self-service knowledge articles for customer-facing platforms.
• Establish and foster partnerships with business units to enhance collaboration and knowledge-sharing.

Internal Communications:

• Create and manage internal communication strategies to ensure associates receive timely clear and engaging updates.
• Maintain the internal SharePoint site with up-to-date policies marketing updates product knowledge and promotions.
• Collaborate with Contact Center leaders to ensure consistent messaging on brand updates customer-facing concerns and associate initiatives.
• Develop and distribute communications related to process changes customer experience updates and engagement programs.
• Act as a communications liaison to ensure messaging aligns with company and brand voice.

Operational Excellence & Engagement:

• Work closely with leadership teams to support new initiatives and system changes.
• Serve as a key point of contact between internal teams third-party vendors and associates to drive efficient and effective communication.
• Ensure communication efforts align with employee retention and satisfaction goals.

Youll bring to the role

• Excellent written and verbal communication skills with the ability to craft clear concise and engaging content.
• High School diploma GED or Bachelors degree preferred.
• 2 years of experience in knowledge management corporate communications or content development.
• Strong ability to organize and present information effectively.
• Proficiency in Microsoft Office Suite (Word Excel PowerPoint Outlook OneDrive SharePoint and Teams).
• Experience with Contact Center systems (e.g. knowledge base IVR CRM and OMS) is a plus.
• Strong interpersonal skills with the ability to collaborate effectively across teams.
• Highly adaptable proactive and able to manage multiple projects with minimal supervision.
• Strong attention to detail and ability to meet deadlines.
• Ability to work a flexible schedule to meet business needs.

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands subject to each brands discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.
• A culture of giving back local volunteer opportunities annual donation and volunteer match to eligible nonprofit organizations and philanthropic activities to support our communities.*
• Medical dental vision insurance & 401(K).*
• Employee Assistance Program (EAP).
• Time off paid time off & holidays.*

*Any job offer will consider factors such your qualifications relevant experience and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.

This position can be based at either our Knoxville TN; Etna OH or Ft Myers FL location and works in a hybrid model with required days worked in the office defined by business needs.

Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

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Equal Employment Opportunity

The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidates qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy) race color national origin religion age disability genetic information military status sexual orientation gender identity or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process please contact The Company will make reasonable accommodations for otherwise qualified applicants or employees unless such accommodations would impose an undue hardship on the operations of the Companys Company will not revoke or alter a job offer based on an applicants request for reasonable accommodation.