Global Knowledge Manager at Wakanow

Job Profile

• The Global Knowledge Manager will be responsible for aligning processes and training materials across all contact centers, ensuring consistency and adherence to group-level standards.
• This role will involve auditing contact centers, developing processes, creating training content, analyzing data, and leading operational projects with a Six Sigma approach.

Job Description

Process Development & Alignment

• Design, implement, and maintain standardized contact center processes at the group level.
• Ensure that all contact centers operate consistently with these processes.
• Continuously review and refine processes based on feedback and performance metrics.

Training Material Development

• Develop comprehensive training materials that reflect standardized processes.
• Collaborate with contact center trainers to ensure effective delivery of training content.
• Regularly update training materials based on process changes and feedback.

Audit & Compliance

• Conduct regular audits of contact centers to ensure adherence to group-level processes and training standards.
• Provide feedback and recommendations for improvements based on audit findings.
• Work with contact center managers to implement necessary changes.

Data Analysis

• Extract and analyze data from the BigQuery database to identify trends, areas of improvement, and the effectiveness of implemented processes.
• Provide regular reports on contact center performance metrics to senior management.

Operational Projects

• Lead and manage operational projects using a Six Sigma approach.
• Collaborate with cross-functional teams to ensure project success.
• Ensure projects result in measurable improvements in contact center efficiency and customer satisfaction.

Continuous Improvement

• Stay updated with industry best practices and introduce innovative solutions to enhance contact center operations.
• Lead Six Sigma initiatives, aiming for Yellow Belt or Black Belt level improvements.

Requirements

• Bachelors degree in Business Administration, Operations Management, or a related field.
• Certification in Six Sigma (Yellow Belt or Black Belt) is a must.
• Proven experience in contact center operations, process development, and training.
• Strong analytical skills with experience in data analysis and reporting.
• Excellent communication and presentation skills.
• Ability to lead cross-functional teams and manage multiple projects simultaneously.
• Proficiency in using BigQuery or similar database platforms.