Knowledge & Communications Specialist - Contact Center

• Develop and implement knowledge management strategies that support operational efficiency and business goals
• Curate, maintain, and audit a centralized knowledge base to ensure accuracy, accessibility, and relevance
• Develop and maintain self-service knowledge articles for customer-facing platforms
• Establish and foster partnerships with business units to enhance collaboration and knowledge-sharing
• Create and manage internal communication strategies to ensure associates receive timely, clear, and engaging updates
• Maintain the internal SharePoint site with up-to-date policies, marketing updates, product knowledge, and promotions
• Collaborate with Contact Center leaders to ensure consistent messaging on brand updates, customer-facing concerns, and associate initiatives
• Develop and distribute communications related to process changes, customer experience updates, and engagement programs
• Act as a communications liaison to ensure messaging aligns with company and brand voice
• Work closely with leadership teams to support new initiatives and system changes
• Serve as a key point of contact between internal teams, third-party vendors, and associates to drive efficient and effective communication
• Ensure communication efforts align with employee retention and satisfaction goals

• Excellent written and verbal communication skills, with the ability to craft clear, concise, and engaging content
• High School diploma, GED, or Bachelor’s degree preferred
• 2+ years of experience in knowledge management, corporate communications, or content development
• Strong ability to organize and present information effectively
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneDrive, SharePoint, and Teams)
• Experience with Contact Center systems (e.g., knowledge base, IVR, CRM, and OMS) is a plus
• Strong interpersonal skills with the ability to collaborate effectively across teams
• Highly adaptable, proactive, and able to manage multiple projects with minimal supervision
• Strong attention to detail and ability to meet deadlines
• Ability to work a flexible schedule to meet business needs

Experience with Contact Center systems (e.g., knowledge base, IVR, CRM, and OMS) is a plus

• Merchandise discount at select KnitWell Group brands
• Support for individual development plus opportunities for career mobility within our family of brands
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities
• Medical, dental, vision insurance & 401(K)
• Employee Assistance Program (EAP)
• Time off – paid time off & holidays