Contact Centre Content Writer

**Our Story**:
Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving, and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect, and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.

**The Role**:
**Duties/Responsibilities**:
Assists with developing and implementing natural language and scripting for the IVA and chatbot in collaboration with the HRC Systems team; assesses accuracy and creates new content as required.

Partners with the SFCC and Client Experience teams ongoing to develop and enhance a tone of voice that is accessible, friendly, and clear across all communication platforms.

Collaborates with corporate business units, supervisor, and HRC Systems Analyst to identify content for CRM knowledge management, call scripts, and logic trees. Creates, researches, and provides updates to the HRC Systems team for implementation.

Recommends improvements, and revises and documents based on trends, staff input, and frequently asked questions.

Works closely with SFCC team and supervisor on content and customer flows.

Ensures communications are simple, effective, and efficient to further the objective of driving more customer requests online and facilitating an online journey from start to finish. Adapts and improves consumer-facing language to further a consistent tone of voice across all communications.

Conducts ad hoc training on call scripting and creates training content for the SFCC team as required.

Identifies and resolves gaps in process maps, scripts, and procedures. Facilitates, documents, and updates call handling processes, procedures, knowledge articles, and scripting language.

Coordinates and supports working groups and team meetings (e.g., service improvement strategy). Researches and recommends call handling and service response times, and related protocols. Coordinates, collects, analyzes, and creates system performance reports.

Participates on internal committees to provide input on customer service best practices, policies, and procedures.

Assists with developing and implementing natural language and scripting for the IVA and chatbot in collaboration with the HRC systems team.

Performs related duties as assigned.

**Knowledge, Skills, and Abilities**:
Knowledge and skills are acquired through a 3-year degree in a related field, or a 2-year diploma and professional certification (e.g., technical writing, Dialogflow), plus 3 years of experience writing content for digital and print media, or marketing.

Knowledge of writing mixed materials, IVA/IVR scripts, chatbot messaging, and call scripts and knowledge articles for client/customer-facing content.

Knowledge of Google Dialogflow, including creating intents and contexts.

Knowledge of process mapping and call scripting; computer programs; CRM technology and account management; design and configuration of call centre systems; best practices related to classification, testing, and migration plans; process interactions; with ability to execute multiple projects simultaneously.

Current knowledge of contact centre industry and industry trends.

Knowledge of and ability to comply with policies, procedures, and related legislation (e.g., privacy).

Analytical, research, organizational, troubleshooting, and problem-solving skills to analyze and interpret data, and develop recommendations for service improvements.

Facilitation and communication skills to train contact centre and business unit staff on using contact centre systems; conduct presentations and provide information in individual and group settings; advise others regarding decisions, changes, and other relevant information; and participate as an effective team member.

Ability to read and interpret policies, procedures, system operating manuals, and data. Ability to write reports, training material, and correspondence.

Computer skills with ability to use software such as Microsoft Office and Visio and Google Dialogflow.

Ability to travel within Waterloo Region.

Ability to support and demonstrate the Region’s values.

In addition to offering a competitive compensation package, we have a strong focus on health and wellness, including fitness facilities and family-focused benefits.

We thank all applicants in advance; however, we will be corresponding only with those selected for an interview.

The Region of Waterloo is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage, and celebrate our d