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