Senior Process & Knowledge Specialist
Core
Design and govern the operational knowledge and process ecosystem for Customer Care, ensuring workflows and knowledge assets support consistent, efficient service delivery across agent, self-service, and AI-assisted channels.
Role type
Senior Process & Knowledge Specialist
Builds
Operational workflows, process guidance, policies, decision-making tools, and a structured knowledge base for Customer Care teams.
Domain
Customer Care / Contact Centre Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Knowledge management, process improvement, business process analysis, Salesforce Knowledge administration, information architecture, Lean/Six Sigma/Kaizen methodologies, Google Workspace proficiency, data analytics, stakeholder collaboration
Preferred skills
AI tool utilization, change management, workshop facilitation, strategic mindset
Technologies
Salesforce Knowledge, Google Workspace, AI-driven insights tools
Responsibilities
Define and optimize knowledge base structure and governance; Design operational workflows and decision-making tools; Analyze workflows to identify inefficiencies; Collaborate with stakeholders to align processes; Champion knowledge management best practices; Ensure compliance of operational guidance.
Seniority
Senior, hands-on IC
