Call center knowledge management manager (immigration services)

The Call Center Knowledge Management Manager (Immigration Services) is responsible for overseeing the development, maintenance, accuracy, and continuous improvement of call center knowledge resources, scripts, and content used by customer service representatives (CSRs). The Content Manager reviews existing knowledge articles and scripts related to US immigration policy to identify content requiring updates, revisions, additions, or retirement. The position collaborates closely with client’s content teams to ensure all CSR-facing resources reflect the most current policies, procedures, and program information. Additionally, the Content Manager identifies information gaps and works with stakeholders to incorporate new content into the knowledge management system.

This position is contingent upon the award of a government contract. Recruiting and interviewing activities may occur prior to contract award; however, employment and start dates are subject to contract award, funding, customer approval requirements, and/or satisfaction of any applicable pre-employment conditions.

Responsibilities:

• Review existing knowledge articles, scripts, and legal reference materials to identify areas for improvement, such as updates, improvements, additions, or removal.
• Develop, edit, review, and revise knowledge articles, scripts, FAQs, and other operational support documentation;
• Work with the Call Center leadership team and the client to incorporate any new research or legal information that may currently not be housed in client’s existing databases;
• Coordinate with the client and internal teams to gather feedback and use the feedback to finalize content;
• Ensure all content meets best quality standards, federal requirements, and data protection rules and regulations. Review materials prior to circulation and publication;
• Participate in CSR training development, updates, and execution to ensure alignment with the latest updates to call center knowledge resources and content;
• Monitor content effectiveness and recommend improvements based on client feedback, customer inquiries, policy updates, and emerging trends.

Required Skills and Qualifications

• Bachelor's degree in Communications, English, Journalism, Public Policy, Business, Legal Studies, US Immigration Law, or a related field; equivalent experience may be substituted where appropriate.
• 5 + years of experience in one or more of the following areas:
• Content analytics
• Customer service content development or knowledge management
• Business writing
• Plain language communications
• US Immigration law
• Knowledge management
• Technical or policy writing
• Experience interpreting and simplifying complex legal or regulatory language into clear, understandable terms.
• Experience in content strategy, creation, and distribution.
• Strong written and verbal communication skills.
• Strong editing, proofreading, and quality assurance skills.
• Ability to successfully pass a background check, drug screening, and obtain a Public Trust Security Clearance.
• U.S. citizenship.

Desired Skills and Qualifications:

• Experience or familiarity with federal government call center operations.
• Experience working on US immigration policies.
• Proficiency in Spanish.

Flexible Working

At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.

Working For You

Perks and rewards designed for you:

• Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
• Retirement Savings: We will support you as you save for your future.
• Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
• Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
• Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
• Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
• Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.

Join Us

At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates.

We strive to create a culture where you can:

• Bring your authentic self to work.
• Grow and thrive, both personally and professionally.
• Make a difference with our clients, in our communities, and with the millions of people we support.

When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $74,690 - $97,000.

Keywords: Knowledge Management, Knowledge Base Management, Content Management, Content Strategy, Call Center Operations, Contact Center Support, Immigration Policy, Technical Writing, Policy Writing, Content Governance, Customer Service Content, Knowledge Articles, SOP Development, Content Quality Assurance, Communications

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf.