Position Title: SOP / KB Analyst

Classification: Non-Exempt

Reports To: Program Manager

Working Hours: Normal business hours but may vary based on business needs

Date:3/1/2021

Summary/Objective: The role of the SOP/KB Analyst, is to Develop and deliver training materials for new hire and up-training classes regarding the knowledge base. Develop and administer knowledge assessment testing. Interact with our partners to identify current and ongoing knowledge base needs and interact with all departments to ensure current information is included in knowledge base

Responsibilities:

• Develop and deliver training materials for new hire and up-training classes regarding the knowledge base
• Develop and administer knowledge assessment testing
• Interact with our partners to identify current and ongoing knowledge base needs
• Interact with all departments to ensure current information is included in knowledge base
• Create and review documents for the knowledge base
• Interact with the client partner to gather information to be entered into the knowledge base
• Use a variety of creative techniques to distribute information to the floor (slide shows, emails, team meetings etc.)
• Attend internal and external business meetings
• Perform other duties and travel as required

Skill set:

• A BS/BA in Education or Business Administration (or equivalent work experience)
• Minimum of 2 years contact center experience
• Experience with coaching and mentoring
• Proficient knowledge of Word, Excel, PowerPoint and Google Suite
• Ability to multitask in an innovative, fast paced environment
• Strong communication (verbal and written) and presentation skills
• Strong analytical and problem-solving skills
• Excellent attention to detail with good time management skills

EEO Statement: CSS Corp. provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information and other characteristics that are protected by applicable law.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities and activities may change at any time with or without notice.