Knowledgebase Supervisor EU IMG

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AU-VIC-Campbellfield

Summary
The Knowledgebase Supervisor is responsible for the performance of a team of Global Knowledgebase
Content Specialists. The Knowledgebase Supervisor will assist the Regional Knowledgebase Manager in
departmental hiring for the team across the region. They will supervise, coach and mentor all
departmental personnel in their daily roles, responsibilities, and professional development. The position
requires organizational developmental skills to lead a large team to develop, deliver and evaluate
complex and flexible knowledge content by line of business. Additional responsibilities include driving
improvement initiatives in Customer Satisfaction and Customer Experience, timely response and
resolution for client escalations, and analysis of performance metrics along with development of action
plans addressing underachieving performance.

Responsibilities
Leadership, Communication, Strategic and Business Management
• Lead the Knowledgebase team with providing direction, developing the team and removing obstacles
that may inhibit their success of all initiatives.
• Cultivate a communications network among the Community Specialists to provide a forum for
problem solving and best practice sharing.
• Support department management as required.
• Identify process breakdowns by performing root cause analysis, and to develop and implement
solutions that enable continuous improvement for the organization.
• Proactive communication and solutions with client partners that deliver upon customer concern
resolutions requirements based upon GAP analysis.
• Works on special projects as assigned by Regional Knowledgebase Manager to deliver resolution
on any Percepta or Client priority requests.

• Facilitates team meetings and utilizes all available resources (Learning Management System
Reports (ie. Percepta College, Litmos), QA Evaluations, Call Handling Performance Reports,
Attendance & Schedule Adherence Reports, Summary Reports, Agent Trace Reports, etc.) to
drive performance and customer satisfaction.
• Promotes and fosters a continuous improvement culture within the organization and
communicates new process and policy changes quickly and efficiently in a fast-paced
environment.
• Partners Global Support Services (GSS) to provide solutions for Operations Management and
Business Owners with regards to assigned Programs (Business Units) relating to
KnowledgeBase systems and content.

Department Coordination
• Responsible for Knowledgebase utilization and content validation reporting – the tracking of
report date and the production of reports to meet stakeholder needs. (Business Reviews, Monthly
reports, new hire training dashboard, analysis of appeals, calibration of call handling, etc.).
• Create and maintain KnowledgeBase responses for all end-users, ensuring corporate standards
are consistently applied
• Develop, recommend and implement strategies to meet Operations knowledgebase content
objectives.
• Develop, implement, and coordinate “Train-the-Trainer” sessions for knowledgebase authoring
processes
• Identify training and quality needs in partnership with GSS colleagues, Program Managers and
Business Owners.
• Deliver coach-backs and mentor Global Knowledgebase Content Specialists to improve
performance.
• Promote and foster a continuous improvement culture within the organization.

Personnel Development and Staff Management
• Develop and monitor performance standards and measurements of the local and remote
Knowledgebase Teams.
• Manage Knowledgebase Content Specialists to ensure efficiency of material development in line
with Business Owner requirements, process flows, and appropriate deadlines.
• Conduct audits on employee performance in the areas of productivity, evaluation skill and policy
compliance and report to the Regional Knowledgebase Manager.
• Plan and implement strategic learning objectives for self-development from the Global
KnowledgeBase Goals
• Provides direct leadership to the team through business processes and practices designed to
support employee retention, productivity, profitability, and customer satisfaction.

Partner with HR to administer corrective action when needed to ensure compliance with
company, site and departmental policies and procedures.

Miscellaneous
• Work on activities and/or projects as requested by Regional Knowledgebase Manager.
• Support interview/selection process.
• Conduct/participate in focus groups and agent/company feedback sessions.

Education
• Bachelor’s degree or Associate Degree

Experience
• 3-5 years call center or training experience along with 1-2 years of managing or leading a team.
• Knowledge of and practical application of Adult Learning Theory and instructional design
principles.
• Minimum five years of training contact center experience preferred.
• Training in process improvement or Six Sigma methodology preferred.
• Possess a sound understanding of positive coaching techniques.
• Practical application of social media activity, digital and e-learning methodologies, and knowledge
management technologies and practices.
• Ability to design solutions incorporating a variety of learning products.
• Ability to work with virtual groups.
• Some experience in Sales or Customer Service experience a plus.

Skills
• Possess a high degree of professionalism
• Excellent communication, oral, and written skills
• Must be computer literate with word processing, spreadsheets, flowcharting applications, project
management software and authoring software for web-based development
• Proficiency in MS Office applications
• Analytical skills to uncover root cause and develop improvement initiatives
• Ability to create a supportive and conducive adult learning environment
• Must be familiar with Learning Management Systems, systems hierarchy, basic functionality,
roles and responsibilities of system basics
• Demonstrated decision making skills in high impact environments
• Strong project management skills

Excellent time management skills
• Must be detail oriented
• Knowledge of call center business and/or experience, desired
• Experience using e-Learning software such as Captivate, preferred
• Knowledge of Adobe Photoshop, Flash, HTML principles, preferred
• Background in training/teaching and/or adult learning
• Must be able to effectively interact with all internal departments and levels of management. Must
represent Percepta professionally with all clients and outside organizations
• Ability to prioritize activities in a fast-paced and dynamic environment
• Excellent team facilitation and coordination skills with the ability to foster a team spirit
• Ability to work effectively in a team oriented, high demand and fast paced environment
• Customer focused behavior
• Leadership, conflict and negotiation skills
• Exemplary standards of integrity, personal work ethic and continuous involvement in self
education and development
Other
• Proven ability to manage multiple, concurrent programs
• Uses diplomacy and discretion in communication
• Ability to maintain confidentiality and ability to handle sensitive material
• Translates complications into practical solutions
• Mobility: willing to travel to sites as needed