Shape the future of Canadian retail as a Knowledge Management Specialist with Loblaw in Brampton, ON. Transform complex information into clear knowledge support materials for contact centre success.
In this role, you will create, maintain, and enhance Knowledge Base Articles, job aids, and FAQs to empower contact centre agents. You'll collaborate with colleagues across the Service Desk to address quality metrics and procedural gaps. This position demands a proactive approach and the ability to work autonomously while driving improvements in customer support.
Key Responsibilities:
• Act as Subject Matter Expert on Knowledge Base queries
• Collaborate on quality metrics and procedural improvements
• Schedule and lead meetings for policy strategizing
• Oversee maintenance of accurate Knowledge Base documentation
• Identify opportunities for first-call resolution enhancement
Requirements:
• Knowledge management experience preferred
• Background in customer service or advocacy
• Proficiency with Microsoft Office applications
• Excellent verbal and written communication skills
• Robust analytical problem-solving skills
Become a key player in enhancing Loblaw's customer support through effective knowledge management.
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