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Call Center Knowledge Management Specialist

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IKEA

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Location:
United States , Baltimore

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Category:
Call Center

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Contract Type:
Employment contract

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Salary:

56778.00 - 82328.25 USD / Year
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Job Description:

In this unique role, you will be collaborating with many partners within the business, including global counterparts to ensure that customers and co-workers are getting the most up to date information on products and service updates.

Job Responsibility:

  • Ensure local translation of knowledge content, assuring cultural relevance, in order to secure accessible knowledge for customers and co-workers
  • Maximize potential and quality of natural language self-serve tools (i.e. Chatbot) to improve effectiveness and quality of service delivered
  • Provide the country Call Center team with internal specific communications, e.g. newsletters, local business plan, in order to ensure involvement and engagement among local co-workers
  • Identify the learning needs for co-workers, together with Quality Specialists, in order to enable continuous learning and development
  • Ensure, in collaboration with People & Culture, and Resolutions and Sales Specialists, local learning design as well as planning and coordinating learning deliveries, in order to enable qualitative and efficient trainings
  • Ensure collaboration with group Customer Knowledge Specialists and country Leadership & Competence to secure that local knowledge base is relevant
  • Review knowledge additions from Sales/Resolutions Specialists in order to secure knowledge standards are followed, leveraging and rewording relevant inputs for use in customer-facing knowledge sources

Requirements:

  • Minimum of High School diploma, GED, or equivalent education
  • Minimum 3 years of experience working with communication
  • Minimum 2 years in Learning & Development platform/software implementation and utilization
  • Experience presenting and leading in front of local management and global partners
  • Strong consultation and communication skills, especially in written and verbal presentation
  • Strong stakeholder management skills
  • Experience working in a call center in a role that disseminates information internally to ensure all members of the team have accurate information
  • Worked with customers to understand their information in connection to omnichannel shopping experiences
  • Ability to write information in a customer-facing way
  • Passionate about understanding customer behavior and needs, and designing a unique remote experience that exceeds customer expectations
What we offer:
  • Generous paid time off, holiday and sick time
  • WiselyPay – get earned wages up to two days early
  • Paid parental leave (up to 16 weeks)
  • KinderCare tuition discount
  • Retirement and bonus plans
  • Co-worker discount, meal deal, and referral bonus
  • Pet insurance program
  • Education assistance and learning programs
  • Safety shoe reimbursement
  • 24/7 telehealth visits
  • Dental and vision plans
  • Medical and Rx plans (must work min. 20 hrs/wk)
  • A fun and inclusive work environment

Additional Information:

Job Posted:
May 10, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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