Overview
On Site
USD 30.00 - 30.00 per hour
Full Time
Skills
Knowledge Management
Documentation
Customer Experience
Brand
Content Development
Customer Facing
Leadership
Testing
Training
Salesforce.com
Data Analysis
Microsoft Power BI
Google Analytics
Process Engineering
Soft Skills
English
Communication
Taxes
Life Insurance
Collaboration
Partnership
Business Transformation
Law
Job Details
Description
1. Knowledge Management & Content Development
-Why it's important: The role centers around developing and maintaining knowledge articles for both customers and agents. This includes creating templates and ensuring content is clear, effective, and aligned with the brand.
Key tasks:
-Develop and refresh knowledge articles.
-Lead knowledge initiatives.
-Ensure articles are understandable and up to date.
2. Communication Skills (Written/Verbal)
-Why it's important: The role requires superior English communication skills to create high-quality content and collaborate effectively with internal and external partners.
-Key tasks:
-Collaborate with teams and contact centers.
-Attend business meetings.
-Write customer-facing and agent-facing documentation.
3. Data Analysis and Insight Generation
-Why it's important: The ability to analyze customer behavior and recommend improvements is essential for optimizing knowledge content and enhancing customer experience.
-Key tasks:
-Analyze customer behavior data.
-Use tools like Power BI or Google Analytics.
-Make data-driven recommendations.
More specific title would be a Knowledge and Insight Analyst.
- Identify knowledge article needs and drive suitable knowledge initiatives that deliver on our brand promise.
- Responsible for the development of effective knowledge article templates and the development of customer and agent facing knowledge articles that deliver a world-class customer experience.
- Will lead knowledge efforts for our Digital Support/ Contact Center Operations and will partner with 3rd party contact centers and internal partners to ensure knowledge articles are understandable and up to date..
Position Overview
The Knowledge and Insight Analyst plays a key role in enhancing the customer and agent experience by developing and maintaining high-quality knowledge articles. This role supports Digital Support and Contact Center Operations, ensuring that knowledge content is clear, effective, and aligned with the brand's promise.
Primary Responsibilities
Knowledge Content Development:
Create and maintain customer-facing and agent-facing knowledge articles using effective templates. Ensure content is accurate, easy to understand, and delivers a world-class experience.
Knowledge Strategy & Leadership:
Lead knowledge initiatives within the Digital Support and Contact Center Operations. Collaborate with internal teams and third-party contact centers to identify content needs and drive improvements.
Data Analysis & Insight Generation:
Analyze customer behavior data to identify trends and recommend enhancements to knowledge content. Utilize tools like Power BI and Google Analytics to support data-driven decisions.
Process Collaboration & Tool Testing:
Work closely with team members to build and refine frontline agent processes. Participate in Salesforce tool testing and attend relevant business meetings.
Team & Work Environment
Part of a 5-member Training and Knowledge Group.
Hybrid work model, with preference for candidates located in or near Peoria, IL.
Candidate Requirements
Education & Experience:
Bachelor's degree (preferably in Communication) with 2+ years of experience in contact center knowledge development.
Alternatively, 5+ years of relevant experience without a degree.
Candidates with Master's or Ph.D. degrees are discouraged.
Technical Skills:
Experience developing and refreshing knowledge articles.
Familiarity with Salesforce and data analysis tools (Power BI, Google Analytics).
Ability to collaborate on agent process development.
Soft Skills:
Superior English verbal and written communication.
Strong interpersonal skills.
Self-motivated, proactive, and eager to learn.
Disqualifiers
Poor communication skills.
Frequent job changes (tenure less than 1 year).
Missing location on resume.
Candidates not residing in or near Peoria may not be considered initially.
Pay and Benefits
The pay range for this position is $30.00 - $30.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Peoria,IL.
Application Deadline
This position is anticipated to close on Aug 16, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
1. Knowledge Management & Content Development
-Why it's important: The role centers around developing and maintaining knowledge articles for both customers and agents. This includes creating templates and ensuring content is clear, effective, and aligned with the brand.
Key tasks:
-Develop and refresh knowledge articles.
-Lead knowledge initiatives.
-Ensure articles are understandable and up to date.
2. Communication Skills (Written/Verbal)
-Why it's important: The role requires superior English communication skills to create high-quality content and collaborate effectively with internal and external partners.
-Key tasks:
-Collaborate with teams and contact centers.
-Attend business meetings.
-Write customer-facing and agent-facing documentation.
3. Data Analysis and Insight Generation
-Why it's important: The ability to analyze customer behavior and recommend improvements is essential for optimizing knowledge content and enhancing customer experience.
-Key tasks:
-Analyze customer behavior data.
-Use tools like Power BI or Google Analytics.
-Make data-driven recommendations.
More specific title would be a Knowledge and Insight Analyst.
- Identify knowledge article needs and drive suitable knowledge initiatives that deliver on our brand promise.
- Responsible for the development of effective knowledge article templates and the development of customer and agent facing knowledge articles that deliver a world-class customer experience.
- Will lead knowledge efforts for our Digital Support/ Contact Center Operations and will partner with 3rd party contact centers and internal partners to ensure knowledge articles are understandable and up to date..
Position Overview
The Knowledge and Insight Analyst plays a key role in enhancing the customer and agent experience by developing and maintaining high-quality knowledge articles. This role supports Digital Support and Contact Center Operations, ensuring that knowledge content is clear, effective, and aligned with the brand's promise.
Primary Responsibilities
Knowledge Content Development:
Create and maintain customer-facing and agent-facing knowledge articles using effective templates. Ensure content is accurate, easy to understand, and delivers a world-class experience.
Knowledge Strategy & Leadership:
Lead knowledge initiatives within the Digital Support and Contact Center Operations. Collaborate with internal teams and third-party contact centers to identify content needs and drive improvements.
Data Analysis & Insight Generation:
Analyze customer behavior data to identify trends and recommend enhancements to knowledge content. Utilize tools like Power BI and Google Analytics to support data-driven decisions.
Process Collaboration & Tool Testing:
Work closely with team members to build and refine frontline agent processes. Participate in Salesforce tool testing and attend relevant business meetings.
Team & Work Environment
Part of a 5-member Training and Knowledge Group.
Hybrid work model, with preference for candidates located in or near Peoria, IL.
Candidate Requirements
Education & Experience:
Bachelor's degree (preferably in Communication) with 2+ years of experience in contact center knowledge development.
Alternatively, 5+ years of relevant experience without a degree.
Candidates with Master's or Ph.D. degrees are discouraged.
Technical Skills:
Experience developing and refreshing knowledge articles.
Familiarity with Salesforce and data analysis tools (Power BI, Google Analytics).
Ability to collaborate on agent process development.
Soft Skills:
Superior English verbal and written communication.
Strong interpersonal skills.
Self-motivated, proactive, and eager to learn.
Disqualifiers
Poor communication skills.
Frequent job changes (tenure less than 1 year).
Missing location on resume.
Candidates not residing in or near Peoria may not be considered initially.
Pay and Benefits
The pay range for this position is $30.00 - $30.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Peoria,IL.
Application Deadline
This position is anticipated to close on Aug 16, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.