Specialist Knowledge Management

Write and distribute contact Centre scripts for active campaigns, promotions, surveys and information projects.

To compile and update reports on standards for Customer Care.

Translate policies/training and other relevant documents from English to Arabic and vice versa.

Update the Customer policies and procedure Handbook as required.

Translate the Business Process Management Department (BPMD) procedures into both English and Arabic scripts for distribution to Customer Care staff.

Perform Learning Style Assessment and recommend appropriate learning methods

Perform Knowledge delivery via briefing, E-Learning; training etc. based on the Learning Styles of the knowledge consumers.

Maintain and administer customer care Knowledge base.

Capture, Structure and Improve Knowledge articles.

Maintain the Customer Care recognition program that tracks Call Centre staff performance and acknowledges and rewards good performance designed to increase staff productivity and motivation.

Design and develop regular performance reports on staff as required.

Create and distribute all Customer Care Division documents (forms, circulars, reports, presentations, quizzes, scripts, etc) according to approved departmental standards.

Code, index and archive all Customer Care division documents on a regular basis.

Assists the Team Leader to conduct briefings for the Call Centre staff on upcoming promotions or scripts where formal training is not required.