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Job Summary: You will be Responsible for Developing, Managing, and Optimizing our Knowledge Base Content to Enhance the Support Experience for our Frontline Staff and Customer(s). The Content Development Manager will Collaborate Closely with Product Expert(s), Technical Team(s), and Trainer(s) to Create Clear and Concise Article(s), Frequently Asked Question(s) ('FAQ'), and Troubleshooting Guide(s) that Translate Complex Technical Information into User-Friendly Resource(s). Daily Accountabilities would Focus on Content Development and Curation, Knowledge Base Management, Content Strategy and Planning, Collaboration and Communication with Different Stakeholder(s), as well as Performance Monitoring and Reporting.

Essential Duties and Responsibilities:

• To Develop, Write, and Edit Clear, Concise, and Accurate Knowledge Base Article(s), Frequently Asked Question(s) ('FAQ'), Troubleshooting Guide(s), and Other Support Material(s), Collaborate with Product Expert(s), Technical Team(s), and Trainer(s) to Gather Information and Ensure Content Accuracy and Relevance
• Translate Complex Technical Information into User-Friendly Language for Frontline User(s), Create Multimedia Content (Including Video(s), Image(s), and Infographic(s)) to Enhance Knowledge Base Usability, Curate Existing Content to Ensure Content Relevance and Consistency
• Maintain the Knowledge Base Platform - Ensuring Content is Organized, Searchable, and Easily Accessible, Implement and Manage Content Versioning and Update Process(es), Monitor Content Usage and Identify Area(s) for Improvement, Conduct Regular Content Audit(s) to Ensure Accuracy and Relevance, Optimize Search Functionality to Improve Content Discoverability
• Develop and Implement a Content Strategy Aligned with the Need(s) of Frontline Staff and Customer Support Goal(s), Identify Content Gap(s) and Prioritize Content Development Based on Feedback from our Frontline Staff and Performance Data, Create and Maintain a Content Calendar to Ensure Timely Update(s) and Release(s), Analyze Content Performance Metric(s) and Provide Recommendation(s) for Improvement, Work Closely with Trainer(s), Quality Assurance Team(s), and Subject Matter Expert(s) to Ensure Accuracy of Content(s) and Alignment with Training Need(s) and Material(s)
• Gather Feedback from Frontline Staff and Incorporate it into Content Development and Update(s), Communicate Content Update(s) and Change(s) to Frontline Staff and Stakeholder(s), Provide Content-Related Training(s) and Support to our Frontline Employee(s)
• Track and Analyze Knowledge Base Usage Metric(s) (e.g. Search Queries, Article View(s), Feedback), Generate Report(s) on Content Performance and Identify Trend(s) and Area(s) for Improvement, Provide Recommendation(s) for Content Optimization Based on Data Analysis

Minimum Hiring Qualifications:

• Bachelor's Degree in English, Communications, Technical Writing, or Related Field(s) - 3+ Year(s) Proven Experience in Content Development and Knowledge Base Management preferably within a Contact Center Setting or Customer Support Environment
• Excellent Writing, Editing, and Proofreading Skills, Strong Understanding of Knowledge Base Platform(s) and Content Management System(s), Ability to Translate Technical Information into Clear and Concise Language, Excellent Communication and Collaboration Skills, Strong Analytical and Problem Solving Skills, Proficiency in Using Different Content Creation Tool(s) and Software, Experience in Technical Writing as well as Search Engine Optimization (SEO) for Knowledge Base Tool(s)
• Highly Organized and Detail-Oriented, Proactive and Self-Motivated, Ability to Work Independently and as Part of a Team, Strong Problem Solving and Critical Thinking Skills, Adaptable to Change, Customer-Focused and Committed to Providing Exceptional Support

Get Hired and Enjoy the Following:

• Interact/Collaborate and Learn from Industry Experts
• Multiple Opportunities for Learning and Development
• Enjoy a Fun - and Competitive Working Environment

Work Location: Concentrix Bridgetowne (Quezon City)