Remote Content Research Manager ( Call Center)
- Role
- Content
- Experience
- Senior
- Employment
- Full-time
Open to US only. Set where you work from to check your eligibility.
No BS summary
Remote Content Research Manager needed for a high-volume call center. You will lead content development, knowledge management, and governance, overseeing a team of analysts to ensure customer information is accurate and accessible. Requires a Bachelor's degree and 6+ years of experience in knowledge management, content development, or customer support.
Required skills
TechOp Solutions International is experienced Remote Content Research Manager to support a high-volume, remote call center. The Content Research Manager leads the development, maintenance, and continuous improvement of customer support content, knowledge management resources, and content governance processes. This position oversees a team of content analysts while ensuring customer-facing information remains accurate, current, and easily accessible. Duties: · Lead the research, development, organization, and maintenance of knowledge base content. · Supervise Content Research Analysts and assign daily work activities. · Review customer escalations and coordinate research efforts to resolve complex inquiries · Evaluate system enhancements and provide feedback on CRM, knowledge management, and customer service technologies. · Analyze customer trends and recommend improvements to content, workflows, and business processes. · Collaborate with subject matter experts to validate and improve customer-facing information. · Perform additional duties as assigned Requirements Bachelor's degree from an accredited institution. Minimum six (6) years of experience in knowledge management, content development, customer support, or related operational environments. Experience with CRM and knowledge management platforms preferred. Excellent leadership, communication, organizational, and stakeholder management skills. Must meet security eligibility requirements. Benefits TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.
What you'll do
- Lead the research, development, organization, and maintenance of knowledge base content.
- Supervise Content Research Analysts and assign daily work activities.
- Review customer escalations and coordinate research efforts to resolve complex inquiries
- Evaluate system enhancements and provide feedback on CRM, knowledge management, and customer service technologies.
- Analyze customer trends and recommend improvements to content, workflows, and business processes.
- Collaborate with subject matter experts to validate and improve customer-facing information.
- Perform additional duties as assigned
What they require
- Bachelor's degree from an accredited institution.
- Minimum six (6) years of experience in knowledge management, content development, customer support, or related operational environments.
- Experience with CRM and knowledge management platforms preferred.
- Excellent leadership, communication, organizational, and stakeholder management skills.
- Must meet security eligibility requirements.
Benefits
- TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.
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