Enterprise Information Services, Inc.

  • Knowledge Management Manager

    Job Location US-TN-Millington
    ID
    2018-3749
    # of Openings
    1
    Targeted Job Start Date
    3/4/2019
  • Overview

    Support the MyNavy Career Center (MNCC) Contact Center that provides contact center support for sailors, recruits, Navy families, reservists, retirees, veterans, and the general public. The Contact Center provides confidence in our customers that the Navy delivers quality customer service.

     

    Support services are focused on resolving inquiries, transactions, and requests relating to the complex nature of Human Resources (HR)-related topics across the broad spectrum of payroll, employment verification, benefits, travel, personnel development, training, recruiting, enlisting, retirements, separations, extensions, re-enlisting, mobilization and de-mobilization pay and disbursing operations, locator services, career management, and selection boards which represent the full hire-to-retire lifecycle for the Navy. Work will be performed in Millington, TN.

    Responsibilities

    The Knowledge Management (KM) Manager will provide overall support and direction of KM as a foundational component to high quality contact center operations. He/she maintains the foundational knowledge base which resides in the current CRM tool and will migrate to any future tool. He/she ensures the use of KM to establish a single source of truth on services to assist customers, reduce the burden on subject matter experts, and help CSRs deliver excellent customer service consistently.

     

    Duties:

    • Direct daily operations, analyzing knowledge management amongst project areas, and work with the customer in establishing priorities, developing standards, and meeting performance goals
    • Establish excellent working relationships with customer and all program partners
    • Support the KM governance model to keep articles as up-to-date and relevant as possible in order to minimize the possibility of providing incorrect information to sailors.
    • Maintain the knowledge base in the CRM system
    • Identify gaps in the knowledge base or incorrect knowledge articles to the government knowledge resources.
    • Provide recommendations to improve knowledge articles and the governance process
    • Process approved updates to knowledge articles and enter new approved articles into the CRM
    • Effectively communicate (both orally and written) expectations and resources required to achieve KM goals and execution
    • Manage complex issues and provide effective solutions

    Qualifications

    Education

    • Bachelor’s Degree

    Clearance and Certifications

    • Possess IAT Level II Certification.  One required; Security+ CE, CCNA Security, CYSA+, GICSP, GSEC or SSCP or higher Certification
    • Active DoD Secret Clearance

    Experience and Skills

    • Minimum of five (5) years KM experience in large commercial contact centers (200-500 CSRs)
    • Understanding of how KM integrates with Computer Telephony Integration (CTI), telephone operations and staffing systems, e-mail management, Interactive Voice Recognition (IVR), Voice over Internet Protocol (VOIP) and CRM applications.
    • Proficient with Microsoft Office programs

    EIS is an Equal Opportunity Employer/M/F/V/Disabled.

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