Shape the future of Canadian retail as a Knowledge Management Specialist with Loblaw in Brampton, ON. Transform complex information into transparent 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 prospects 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.