IT Business Analyst 5/16/2017
Category: Information Technology
Job Type: Contract to hire
Maximizes contact center personnel effectiveness by thoroughly explaining organizational structure, company products, services and policies. Helps contact center improve on productivity, reduce operational expenses, retain customers, reduce attrition and develops all representatives skills and knowledge so they can effectively troubleshoot and resolve problems that will provide a high level of satisfaction and an overall positive customer experience.
Job Duties and Responsibilities:
- Produces high-quality documentation that is appropriate for its intended audience
- Creates and modifies easy-to-understand user training, in multiple mediums of documentation
- Works with internal teams to obtain an in-depth understanding of the products and the documentation requirements
- Creates tutorials to help end-users use a variety of applications
- Analyzes existing and potential content, focusing on adult learning and maximum proficiency in minimum amount of training time
- Creates and maintain the information architecture in content management, knowledge management and training systems
- Assist with internal training on product features and new releases
- Other duties as assigned
- Improves training effectiveness by developing new approaches and techniques, making support readily available, and integrating support with routine job functions.
- Ensures representatives have sound understanding of all call center technology and effective forms of communications internally and externally.
- Works with call center leadership on identifying trends in performance to develop on-going training programs to rectify problems and improve performance.
Required Qualifications:
- Bachelor’s Degree in relevant field and/or equivalent work experience
- 5+ years of experience in technical writing capacity or equivalent position
- Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire staff
- Ability to develop training and methodology programs that are unique to the organization’s goals, values and mission statement
- Customer service training experience (minimum of 2 years in training/curriculum development or related field)
- Ability to recognize learning habits of individuals; visual, auditory, kinesthetic
- Strong working knowledge of Microsoft Office and web-based training interfaces