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Knowledge Management Specialist

1 month ago

Brampton, Ontario, Canada Loblaw Companies Ltd - Head Office Full time
Job Title: Knowledge Management Specialist

We are seeking a highly skilled Knowledge Management Specialist to join our team at Loblaw Companies Ltd - Head Office. As a key member of our organization, you will be responsible for managing our Knowledge Base, ensuring that our support agents have access to accurate and up-to-date information to assist colleagues, stores, and distribution centers with technical and operational issues.

Key Responsibilities:
  • Develop and maintain a comprehensive knowledge base, including creating new content and partnering with various teams to ensure accuracy and consistency.
  • Organize and structure content within the knowledge base to improve accessibility and usability.
  • Conduct regular audits to identify gaps and areas for improvement, focusing on First-Call Resolution (FCR) and reducing Average Handle Time (AHT).
  • Collaborate with product, support, and engineering teams to stay informed about new features, updates, and common issues.
Requirements:
  • Excellent written and verbal communication skills.
  • Strong analytical and problem-solving skills.
  • Collaboration and interpersonal skills for engaging stakeholders across the organization.
  • Able to drive innovation, best practices, process improvements, and governance.
What We Offer:

We offer a dynamic and inclusive work environment, with opportunities for growth and development. Our team is committed to excellence and innovation, and we are looking for someone who shares our values and is passionate about delivering exceptional results.

As a Knowledge Management Specialist at Loblaw, you will have the opportunity to work with a talented team of professionals, contribute to the development of our knowledge base, and make a meaningful impact on our organization's success.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and detail-oriented individual with a passion for knowledge management, we encourage you to apply for this exciting opportunity.