Knowledge and Process Specialist will support the day-to-day activities required to execute and improve processes related to the Enterprise Contact Center (ECC) and supporting areas. This position will collaborate with various levels of management and operational staff to identify efficiency and productivity opportunities as well as assist with departmental planning activities. This position will also manage the development and ongoing maintenance of knowledge articles and job aids as they relate to organizational processes that drive patient interaction handling within the ECC.
ESSENTIAL FUNCTIONS OF THE ROLE
Documents, measures and evaluates current processes and procedures. Works with various stakeholders to translate complex processes into readily accessible, contact center agent focused answers.
Anticipates the needs of agents and the organization and works to continuously evolve and develop knowledge related material and content.
Identifies improvement opportunities in existing processes and works with key stakeholders to enact change. Identifies potential risks that affect the organization?s ability to meet service objectives.
Promotes best practices and maintains a continuous improvement mindset.
Develops, manages and optimizes knowledge articles and job aids for the ECC to support real time interaction handling by agents.
Reviews and analyzes reports to assess usage and effectiveness of articles within the knowledge management system. Coordinates with training team to update and maintain curriculum as needed.
Collaborates with various departments across the organization and solicits feedback and input related to organizational processes. Keeps abreast of changes that may impact the ECC.
KEY SUCCESS FACTORS
4 years of experience work related experience in a contact center, customer service or call center environment.
Experience in content knowledgebase technologies (Service Now preferred), processes and management.
Ability to translate complex sets of information and processes into practical steps and easily references data points/steps that can be utilized during real time interaction handling by ECC agents.
Understanding of qualitative and quantitative methods of research.
High level of proficiency with Microsoft Office.
Strong understanding of the contact center or customer service environment.
Ability to work collaboratively in teams with a consultative approach across various levels.
Must have exceptional verbal and written communication skills, preferably with technical writing and documentation.
Experience in conducting process improvement activities.
Strong problem solving, technical and analytical skills.
Experience in project management expertise to support implementation of new features and capabilities while also working with internal stakeholders and vendor.
Our competitive benefits package includes the following - Immediate eligibility for health and welfare benefits - 401(k) savings plan with dollar-for-dollar match up to 5% - Tuition Reimbursement - PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!