What are the responsibilities and job description for the Business Development Consultant (contact center) - 436 position at DSM-H Consulting?
Role and Overview of the role
Writes self-help content for client Digital product users to solve issues independently. Creates knowledge content for support advisors (processes, procedures, work instructions). Uses analytics tools to identify user pain points and improve content. Provides insights on product usage and delivers presentations to stakeholders. Supports 2–3 products, becoming subject matter expert in each.
Top Skills
l Writing skills — especially knowledge articles, processes, procedures, and work instructions.
l Analytical skills — ability to interpret data, identify trends, and provide insights.
l Customer experience — keeping customer needs front of mind.
Nice to Have
l Experience with educational, marketing, or content creation backgrounds.
l Familiarity with search optimization (keywords) for content.
l Salesforce (experience with similar tools is acceptable)
l Google Analytics (experience with similar tools is acceptable)
l Power BI (experience with similar tools is acceptable)
Position’s Contributions to Work Group:
o More specific title would be Knowledge and Insight Analyst.
o Identify knowledge article needs and drive suitable knowledge initiatives that deliver on our brand promise.
o Responsible for the development of effective knowledge article templates and the development of customer and agent facing knowledge articles that deliver a world-class customer experience.
o Will lead knowledge efforts for our Client Digital Support/ Contact Center Operations and will partner with 3rd party contact centers and internal partners to ensure knowledge articles are understandable and up to date.
Interaction with team:
- Part of the training and knowledge group.
- Team of 4 doing this same role.
Work environment:
Hybrid work model
Education & Experience Required:
· 5 years’ experience in this capacity
· Degree is a nice to have but not required.
· 2 years combined experience working within a contact center environment developing knowledge articles for frontline agents
Required Technical Skills
(Required)
o Collaborate with team members on building front line agent processes.
o Develop, build, and refresh knowledge articles.
o Attend necessary business meetings.
o Analyze customer behavior data and make recommendations.
o Tool testing (salesforce tool, Power BI and Google Analytics
(Desired)
- - Customer service background a plus.
- - Experience analyzing data via Power BI dashboards and/or google analytics.
Soft Skills
(Required)
- - Must possess superior human relation skills and excellent verbal and written communication skills.
- - Internally motivated, proactive, and eager to learn