Business Development Consultant

Payrate: $38.00 - $40.00/hr.
 
Summary:
The role focuses on identifying knowledge article needs and driving suitable knowledge initiatives to fulfill our brand promise. The position is responsible for developing effective knowledge article templates and creating customer and agent-facing knowledge articles to ensure a world-class customer experience. The role involves leading knowledge efforts for Digital Support/Contact Center Operations and collaborating with 3rd party contact centers and internal partners to maintain up-to-date and understandable knowledge articles.
 
Responsibilities:

• Identify and drive knowledge initiatives to meet brand promise.
• Develop effective knowledge article templates.
• Create and maintain customer and agent-facing knowledge articles.
• Lead knowledge efforts for Digital Support/Contact Center Operations.
• Collaborate with 3rd party contact centers and internal partners.
• Collaborate with team members on building front line agent processes.
• Develop, build, and refresh knowledge articles.
• Attend necessary business meetings.
• Analyze customer behavior data and make recommendations.
• Conduct tool testing (Salesforce tool, Power BI, and Google Analytics).

• 5 years’ experience in a similar capacity.
• 2 years combined experience working within a contact center environment developing knowledge articles for frontline agents.
• Degree is a nice to have but not required.
• Preference for candidates without a Master’s Degree or Ph.D.

• Customer service background is a plus.
• Experience analyzing data via Power BI dashboards and/or Google Analytics.

• Must possess superior human relation skills and excellent verbal and written communication skills.
• Internally motivated, proactive, and eager to learn.

 
Pay Transparency: The typical base pay for this role across the U.S. is: $38.00 - $40.00 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match,  life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 
 
Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary.
You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC’s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions.  Calls may be recorded.
 
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