Job Description

What You’ll Do

  • Partner with both platforms team and line of business enablement to develop documentation and training for agent systems and tools to ensure thorough understanding
  • Execute content strategy to support new and ongoing platform deployments and develop additional training where necessary
  • Owner of process and platforms documentation ensuring that content is up to date, accurate, aligned with brand messaging and accessible through the most appropriate channel
  • Use data to evaluate content effectiveness, measure understanding and identify opportunities
  • Deliver virtual and in-person (when necessary) training to agent population

    • Qualifications:

  • 4-6 years of content creation/writing experience preferably for agent populations
  • Through understanding of contact center organizations and agent tools
  • Experience building and delivering training to agent populations
  • Ability to work col...

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