Call Center Content Manager (REMOTE)

At ITCON Services, we don't just manage programs—we help power mission-critical services that impact millions of people. We are seeking a strategic and detail-driven Remote Content Manager to lead content operations supporting a high-visibility government contact center program for USCIS.

• Location: Remote
• Citizenship: Must be a U.S. Citizen (Required)
  
  

In this role, you'll shape the information that frontline customer service teams rely on every day. Your work will directly influence how effectively customers receive accurate, timely, and consistent support. If you thrive in fast-paced environments, enjoy improving processes, and have a passion for creating clear, user-friendly content—this is your opportunity to make a meaningful impact.

The Content Manager serves as the critical bridge between complex federal immigration policy and frontline contact center execution. Operating in a high-volume, 100% remote environment, this Key Personnel role ensures that Tier 1 Agents are equipped with the most accurate, up-to-date, and easily understood information available. By collaborating directly with the Program Management Office (PMO) and federal stakeholders, the Content Manager oversees the entire lifecycle of knowledge articles, scripts, and Standard Operating Procedures (SOPs) used to assist the public.

Core Responsibilities

• Content Lifecycle & Knowledge Management
• Strategic Auditing: Continuously evaluate the existing database of scripts, knowledge articles, and job aids to identify gaps, redundancies, or outdated information.
• Lifecycle Execution: Lead the end-to-end process for updating, adding, or sunsetting content within the government-provided Customer Relationship Management (CRM) tool (e.g., Salesforce).
• Rapid Response: Act swiftly to draft and deploy emergency scripts or banner updates during sudden policy shifts, surges, or national events to ensure agents are immediately aligned with new directives.
• Federal Stakeholder Collaboration
• Government Liaison: Serve as the primary point of contact partnering directly with the Government Content Team.
• Feedback Loop Integration: Establish a seamless feedback loop between the government content creators and the remote contact center floor, ensuring all deployed information is factually correct and legally compliant.
• Change Management: Negotiate and implement content revisions, ensuring that proposed changes from the contact center floor meet strict federal compliance standards before going live.
• Plain Language Translation & Agent Enablement
• Simplification: Translate dense, complex immigration laws, regulations, and procedural updates into highly readable, "plain language " scripts that agents can easily deliver over the phone or via chat.
• Formatting for Operations: Structure knowledge articles for maximum operational efficiency, using scannable formatting, decision trees, and clear escalation paths to reduce Average Handle Time (AHT).
• Training Partnership: Partner with the training and quality assurance teams to ensure new content is rolled out with appropriate coaching and context for the agent population.
• Analytics & Quality Assurance
• Data-Driven Adjustments: Analyze call drivers, chat transcripts, and secure message interactions to determine why agents or callers are struggling with specific topics, using those insights to rewrite content for better clarity.
• Compliance Monitoring: Review agent performance data alongside Quality Control to ensure scripts are being read accurately and that no "legal advice " is being inadvertently provided due to ambiguous article wording.
  
  

Required Qualifications

• Experience: A minimum of five (5) years of professional experience specifically focused on analytics, business writing, plain language translation, or immigration law.
• Citizenship: Must be a U.S. Citizen.
• Clearance: Must be able to successfully pass a rigorous Department of Homeland Security (Client) background investigation to obtain and maintain a Public Trust clearance.
• Writing Proficiency: Exceptional command of the English language with a proven ability to distill highly technical or legal jargon into conversational, accessible text.
  
  

Preferred Qualifications (Highly Desired)

• Bilingual (Spanish): Professional fluency in Spanish to assist in auditing and validating translated scripts and knowledge articles for the bilingual agent population.
• GovCon Contact Center Experience: Previous experience managing knowledge bases (such as Salesforce Knowledge) in a high-volume federal or enterprise-level contact center.
• Human-Centered Design: Familiarity with UX writing or human-centered design principles to format articles that reduce agent cognitive load during live interactions.