JO-1201-240452
content manager web portal manager CMS online KANA
Dublin City Centre Dublin North Dublin South
50000 - 60000
5 - 6 Years
Permanent Full-time
Third Level Degree
Elizabeth Spicer-Mullen
elizabeth.spicer-mullen@cpl.ie
Knowledge and Content Management Specialist - Dublin City Centre
A leading telecommunications company is currently looking for a Knowledge & Content Management Specialist. This role will support all areas of customer management and online to examine the current Knowledge Management System used internally and associated content published on eircom groups customer sites.
It will involve careful auditing and analysis on the existing content and make recommendations for improvement and to implement necessary changes to increase online usage and drive first call.
Roles & Responsibilities
· Work within the Customer Management with a view to enhance efficiency within the Contact Centres
· Analyse Knowledge Management Systems. Identify alternative solutions to problem areas. Recommend new or changed approaches based on cost-benefit analyses.
· Maintain all Knowledge Management systems within the eircom group to ensure they are providing efficient, clear and concise information to Customer Care Staff.
· Design new content for knowledge Management systems and the support areas on line - create user friendly appealing content for use by customers and internal staff
· Work with a project team to implement new systems or enhancements within the Knowledge Management area.
· Assist in the delivery cost reduction programs within Customer Management in relation to Knowledge & Content management.
· Support the Customer Management team in delivering business transformation programs.
· Identify and manage project risks, issues and dependencies including development of mitigation & contingency plans.
· Plan, monitor, measure and report on projects, providing regular feedback to Management.
· Liaise with key commercial department to ensure Customer Management is prepared for the up and coming changes.
If you feel you have relevant experience in a similar role, please submit your CV to elizabeth.spicer-mullen@cpl.ie