Knowledge Management Specialist, Contact Centre

2 weeks ago

Toronto, Canada Alcohol and Gaming Commission of Ontario Full time

The Alcohol and Gaming Commission of Ontario (AGCO) is responsible for regulating the alcohol, gaming, horse racing and private cannabis retail sectors in Ontario, in accordance with the principles of honesty and integrity, and in the public interest.

The Service Strategy and Experience Branch requires an experienced
**Knowledge Management Specialist** to join their team. Reporting to the Senior Manager of the Contact Centre, the Knowledge Management Specialist has a specialized focus on the optimal functioning of the Contact Centre's knowledge base and chatbot solutions including related processes and procedures, to ensure a positive experience for Contact Centre Agents, and Customers.

The Knowledge Management Specialist is responsible for leading the successful delivery of a knowledge management system, Chatbot, enhancement of the systems, the creation of articles using new and existing information, and strategically improving how the Contact Centre accesses information to service customers across multiple channels, and all lines of business. Also, the Knowledge Management Specialist will be key in strategizing the redesign and architecture of Contact Centre documentation and setting the standard on how to write knowledge base articles, using Salesforce templates within the Knowledgebase tool.

**OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism**: We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

Visit the
**OPS Anti-Racism Policy** and the
**OPS Diversity and Inclusion Blueprint** pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's
**Human Rights Code**. Refer to the "How to apply" section if you require a disability-related accommodation.

**What can I expect to do in this role?**:

- Lead and support components of the implementation of contact centre knowledge base and chatbot solution in line with broader organizational objectives and industry best practices.
- Prepare long-term plans for content development, including standards and guidelines, based on business goals and input from stakeholders across the organization.
- Identify customer-related issues and risks associated with implementation of knowledge base article creation and chatbot and propose solutions/options to address.
- Ensure consistent look and feel by promoting uniform fonts, formatting, icons, images, and layout; create and/or use existing templates to assist in the development of the articles.
- Lead initiatives to upgrade, overhaul or develop content, write articles for chatbot and knowledgebase, with agreed upon service levels.
- Responsible for process changes for knowledge management and chatbot initiatives including requirements definition, business case development, risk assessment/mitigation, process mapping, and communications.
- Collaborate with vendors and internal partners and stakeholders in the planning and controlling of system deployments, releases/upgrades, and patches.
- Collaborate with Senior Contact Centre Manager and other stakeholders to develop a clear and concise article naming convention, that supports front line staff real-time article searches. Responsible for amalgamating different sources of knowledge into one centralized repository and develop and implement a knowledge management strategy for capturing, organizing, and developing information.
- Develop, author, and maintain articles in the knowledge base to ensure team has latest/accurate information for all lines of business to support customer inquiries and complaints, and the achievement of first-contact resolution objectives.
- Facilitate knowledge management planning and provide internal training and support on knowledge management concepts and methodologies.
- Act as the primary point of contact for key initiatives related to chatbot, including leading large cross-functional projects across multiple branches from inception to completion.
- Play a role in enabling and supporting the ongoing success and optimal functioning of the Contact Center Quality Monitoring program and training.
- Play a role in enabling and supporting the ongoing success and optimal function of the departments onboarding and retraining of CSRs, through the creation of specific article journeys.

**How do I qualify?**:

- A minimum of 5-7 years of relevant experience within a Contact Centre supporting a knowledge or content management and chatbot solution. Experience working in the public sector is an asset.
- Post-secondary education in a related discipline such as Business Administration, Information Management, Communications or Journalism.
- Demonstrated expertise in areas of content manag

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