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Knowledge Engineer-Palawan

Req ID#:  86059

Puerto Princesa, PH

Knowledge Engineer-Palawan

Operations

ABOUT US

 

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.

 

Summary of Primary Job Responsibilities

The Knowledge Engineer collaborates with stakeholders to develop and implement Knowledge Management-specific solutions that have a measurable, repeatable, positive effect on performance, including Service Delivery, Quality and Cost.

 They interact with both established and potential clients to demonstrate the benefits of Sitel’s Knowledge Centered Support (KCS SM) methodology, interact with Solutions and Transition teams to setup new accounts for success and establish governance practice to ensure KCS SM practices are sustainable.   

This position promotes and ensures adherence to the industry-wide Knowledge Centered Support (KCS SM) methodology, collaborates with and influences Leaders to develop and install business processes and behaviors that meet clients’ varying Knowledge Management needs.

 The Knowledge Engineer acts as the liaison between Operations and our clients for all KCS-related activities, including use of, evolving, expansion and ensuring that the knowledge base stays current. 

They collaborate with multiple accounts and interact with all levels, including Agent, Site Directors, clients, Operations Managers, Subject Matter Experts (SMEs), and Program Managers. 

For the purpose of managing software releases and other IT infrastructure changes, the Knowledge Engineer participates in customer internal calls as an IT Service Desk representative to ensure that knowledge is available for known work arounds.

 

Typical Qualifications

Education (if beyond High School or equivalent)

•          Associate degree in business, computer science, engineering or related fields

 

Experience Target (in this job or a related function/field)

  • 1 – 2 years of experience as a Knowledge Engineer or an equivalent role
  • 0 – 2 years of experience with knowledgebase architecture, requirements gathering, business process engineering, taxonomy, classification
  • 0 – 2 years of Technical Writing experience
  • 0 – 2 years of experience with successfully implementing KCSSM methodologies
  • 0 – 2 years of experience with applying Change Management principles and techniques
  • 2 – 3 years of experience in providing level 1.0 IT Service Desk support to end users
  • 1 – 2 years of experience with reporting tools such as Business Objects

 

Skills(identify essential skills required, and identify additional skills that enable success in performing this job)

  • Ticket and telephony data analysis for the purpose of implementing KCSSM methodologies
  • Technical writing skills
  • Ability to Manage / Lead Teams
  • Strong customer service skills
  • Ability to interact with potential clients to present Sitel knowledge management capabilities
  • Ability to Interact with Solutions and Transition teams to set new accounts for success
  • Reporting skill and use of tools like Business Objects
  • Excel (intermediate to expert)
  • PowerPoint
  • Organization: Ability to manage and multiple, competing priorities
  • Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team
  • Strong verbal and written communication skills

 

 

Knowledge Engineer-Palawan


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