Responsible for the design and development of call center documentation and knowledge base resources, in support of customers, call center agents, and OEM partners/In-Drive clients. Integrate with Training, Product Management, Business Analysis, Marketing and our OEM partners/In-Drive clients to ensure that accurate, clear, concise, timely, and relevant documents/information can be developed and posted for use by call center agents. Gather supporting technical, system, and Marketing information to ensure that all materials are available to support planned launches and enhancements. Work closely with out-sourced call center personnel to optimize the information exchange and to keep documentation current and relevant.

Key Areas of Responsibilities

· BUSINESS ANALYSIS: Analyze business requirement documentation, operational level process models, and functional requirements documentation to create knowledge base materials consistent with brand management for use by customers, call center agents, and OEM partners/In-Drive clients. Utilizing the same information, create and/or review call center process flows, procedures, work instrucations and scripting for the various call centers and agent skill sets.

· COORDINATION: Interface with Training, Product Management, Sales, Business Analysis, Marketing and OEM partners/In-Drive clients to ensure that a consistent, clear and concise message is developed and maintained in all knowledge base materials for each OEM partner/In-Drive client. Assure standardization of call center knowledge base terms, format, controls and documentation.

· TESTING: Work with user groups to validate materials for accuracy, content, functionality, and usability.

· S     SUPPORT: Provide troubleshooting assistance to users within the business area. Provide support to new applications during and after implementation at the call centers.

· Other duties as assigned or requested


Basic Qualifications

· B.S. or B.A or equivalent experience required

· 3-5 years of experience in the development of documentation in support of call center operations, or equivalent combination of education and experience

· 2-3 years of experience in designing and developing process flows, methods and procedures, functional requirement documentation

· Excellent open and proactive written communication skills with focus on grammatical and usability skills
· Ability to work in team-oriented environment.
· Ability to work in matrix-managed environment
· Knowledge of Microsoft applications to include Excel, Word and VISIO and knowledge of various Knowledge Management systems
· Proven analytical skills
· Strong customer service orientation.
· Knowledge of business process development and improvement
· Willingness to Travel


Preferred Qualifications:

3-5 years of experience developing process flows, methods, and procedures.

Advanced degree preferred.

Bi-lingual: English and Chinese preferred

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.