Knowledgebase Specialist and Instructional Designer

Location: Blue Ash, OH

Direct Hire

 

ACCOUNTABILITIES:

  • Locate and capture existing knowledge currently used in the business
  • Implement and manage knowledge migration to new platform
  • Lead, plan, and support the implementation of the Knowledge Management Strategy
  • Organize and maintain processes, trainings, manuals, speed sheets, and reference guides
  • Implement methodology to include knowledge storing, processing, sharing, and using
  • Work with management on strategic direction
  • Establish metrics and measurement processes to assess the value of the knowledge base
  • Monitor trends in the knowledge base and identify gaps
  • Anticipate emerging cases by proactively seeding knowledge base
  • Promote adoption and use of the knowledge base both internally and with customers
  • Focus on the time to resolve cases through reuse of knowledge
  • Incorporate a variety of presentation methods and applications to accommodate adult learning styles
  • Develop new hire training and other departmental training programs; provide creative, effective classroom instruction throughout the organization
  • Analyze results and identify gaps in training needs
    Design leader and participant guides, job aids, training curriculum and other required coursework that is clear, concise and accurate
  • Conduct comprehensive needs analysis to ensure that training fulfills the needs and objectives of the company
  • Create exercises, instructional activities and training assessments that reinforce learning
  • Explore new ideas for improved workflow and automation enhancements
  • Support departmental initiatives and identity ways to enhance training effectiveness
  • Contribute to the overall success of the Training Dept. by identifying ways to continuously improve the learning process
  • Owns the creation of learning solutions that embrace interactive learning, defined as actively engaging a learner's cognitive curiosity
  • Provides critical data used to generate monthly reports on the performance of phone representatives, which may include surveying and following up with former customers 

QUALIFICATIONS:

  • Bachelor’s degree Preferred
  • Superior writing skills
  • Minimum 2 years' experience in a high volume customer service environment
  • Previous experience with Knowledge Management methodology, tools, and deployments preferred
  • Strong project management skills
  • Strong attention to detail and accuracy in work flow
  • Strong knowledge of customer care processes and techniques
  • Strong organizational & analytical skills
  • Ability to manage time effectively and meet deadlines and requirements accordingly
  • Sound knowledge of adult learning principles, instructional techniques – including distance learning, project management, eLearning concepts
  • Exceptional facilitation, presentation and listening skills
  • Excellent verbal and written communication skills
  • Strong writing skills, attentive to details and capacity to develop quality training material
  • Highly proficient in time management, organization, planning and prioritization
  • Proven initiative, positive attitude, team oriented, self-motivated and highly enthusiastic
  • Ability to manage changing priorities, meet deadlines and adapt to a changing business environment
  • Strong interpersonal skills and ability to establish rapport
  • Content management
  • Experience in working with RoboHelp a plus
  • Committed to excellence, has strong work ethic and takes pride in their work