Head Of Agent Knowledge

Description:

As Head of Agent Knowledge, you will be responsible for setting, and delivering against, the agent knowledge strategy for Customer Operations. Evolving and identifying new practices where appropriate, you will deliver an effective learning journey for front line agents.

You will also set the direction for our agent knowledge systems, identifying and implementing areas of improvement ranging from how the content is displayed and consumed to the systems we use.

What you’ll do

• Define and deliver against an agent knowledge strategy for front line agents within all of our customer contact centers

• Partner with the change and delivery teams to ensure that information about business change is presented to front line agents through our agent knowledge strategy in a valuable and effective way

• Form close partnerships with Customer Operations senior leaders to ensure that the agent knowledge strategy supports the wider business direction and areas of focus

• Influence the direction of agent training through delivery of valuable and innovative training content

• Lead a team of agent knowledge platform specialists and creative content designers to deliver content to front line agents

• Ensure that current agent knowledge platforms, systems and content are maintained, up to date and continuously improved

• Partner with our product managers to set the direction of agent knowledge systems, securing buy-in and investment where appropriate

• Understand the needs of agent training through close partnerships with Customer Operations senior leaders and training teams