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| Req. ID: | Content Administrator / Process Analyst (3601) |
| Details: | Job Type: Contract, Duration: 5 M+, Location: Lake Hearn Drive, Atlanta, GA 30319 |
| Description: | Develops and directs customer care processes, methods and procedures, knowledge management and communication strategies. Provides call center personnel with up-to-date information on products, services, processes, tariffs, rates, features, and troubleshooting techniques by collecting and disseminating information, methods, and procedures via web-enabled electronic knowledge databases. 1-Provides strategic planning and message development for media that reaches employees, executive communications and support of major business initiatives; may perform technical upkeep and content management of the knowledge center database; 2-Monitors web-based communications feedback from field or customer care groups for resolution or appropriate escalation processes as defined by the quality control group, and updates and maintains information databases; 3-Develops and provides web content for internal and external users. Develops content of Web site; oversees/reviews/corrects all Web content, both internal and external. Establishes links and flow of information on and between Web pages. Edits and designs pages. Responsible for conducting website editorial activities including gathering and researching information that enhances the value of the site; 4-Coordinates and prioritizes tasks and activities related to ensuring timely dynamic online support content; 5-Manages implementation of various projects related to Customer Care across the field systems and/or corporate office including billing system upgrades, acquisitions, and database integration projects. Develops project plan, establishes milestones and benchmarks, and facilitates project team; 6-Analyzes trouble call issues for assigned products/services, partners with subject matter experts to determine the causes of problems, recommends improved processes, tools, training, and tracks/communicates results and performance; 7-Serves as point of contact for systems and locations regarding product launches, enhancements, and major initiatives. Communicates customer care needs to training, quality, and other internal teams. Develops and maintains positive relationships with internal departments, systems, and key personnel; 8-Represents call center operations by attending product, process, and cross-functional meetings and conference calls with corporate office and local operations systems. Coordinates projects driven by new product/service launches and process changes; 9-Ensures that department portals are formatted and updated to meet specific needs of the customer care departments. |
Thanks & Warm Regards,
Lalit Mohan Dudeja
Direct: 678-460-7345 | Fax: 770-300-0005 |Email: Lalit@primussoft.com
3061 Peachtree Industrial Blvd, Suite 110 |Duluth, GA 30097 | Website: www.primussoft.com
View Lalit Mohan Dudeja's profile at Linkedin
Daily Requirement List : http://primussoft.blogspot.com/
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