SENIOR GLOBAL KNOWLEDGEBASE CONTENT SPECIALIST

Location – Daventry, Northamptonshire
Hours – Monday to Friday 8.30am to 5.00pm.
Hybrid Working - Minimum 3 days but up to 5 days in the office.
At Percepta, we bring first-class service across each market we support. As Global Knowledgebase Content Specialist based at Daventry, Northamptonshire, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

WHAT YOU’LL BE DOING:

The Global Knowledge Base Content Specialist III is responsible for Knowledge Base content that is created for the markets that we cover in Europe. The Global Knowledge Base Content Specialist III will possess skills that mean they are capable of coaching and mentoring all intradepartmental personnel in their daily roles, responsibilities, and professional development as it pertains to Global Knowledge Base content development and maintenance to support the client’s social knowledge strategy. The position requires organizational developmental skills to deliver and evaluate complex and flexible knowledge content by line of business. Additional responsibilities include:

• Driving improvement initiatives in Customer Satisfaction.
• Timely, concise responses and resolution of customer escalations to all clients.
• Analysis of metrics and development of plans for those not meeting required targets.
• Development of action plans to address underachieving metric performance as it pertains to Global Knowledge Base strategy.

WHAT YOU BRING TO THE ROLE:

• Bachelor’s degree or Associate Degree/College Diploma or similar/BTEC/HNC/HND/N/SVQ level 3) with extensive mid-level call center experience required.
• Extensive mid-level call center or training experience.
• Advanced mid-level of training contact center experience preferred.
• Training in process improvement or Six Sigma methodology preferred.
• Possess a sound understanding of positive coaching techniques.
• Practical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices.
• Ability to design solutions incorporating a variety of learning products.
• Ability to work with virtual groups.
• Familiar with writing copy for digital platforms.
• Possess a high degree of professionalism.
• Excellent communication, oral, and written skills
• Must be computer literate with word processing, spreadsheets, flowcharting applications, project management software and authoring software for web-based development.
• Proficiency in MS Office applications
• Analytical skills to uncover root causes and develop improvement initiatives.
• Ability to create a supportive and conducive adult learning environment.
• Must be familiar with Learning Management Systems, systems hierarchy, basic functionality, roles and responsibilities of system basics.
• Demonstrated decision making skills in high impact environments.
• Strong project management skills
• Excellent time management skills
• Must be detail oriented.
• Knowledge of call center business and/or experience, desired
• Must be able to effectively interact with all internal departments and levels of management. Must represent Percepta professionally with all clients and outside organizations.
• Ability to prioritize activities in a fast-paced and dynamic environment.
• Excellent team collaboration and coordination skills with the ability to foster team spirit.
• Ability to work effectively in a team oriented, high demand and fast paced environment.
• Customer focused behavior.
• Leadership, conflict, and negotiation skills.
• Exemplary standards of integrity, personal work ethic and continuous involvement in self-education and development.
• Proven ability to manage multiple, concurrent programs.
• Uses diplomacy and discretion in communication.
• Ability to maintain confidentiality and ability to handle sensitive material.
• Translates complications into practical solutions.
• Mobility: willing to travel to sites as needed