Knowledge management specialist

Les candidats référés ne doivent pas postuler directement pour ce poste. Toutes les références de candidats doivent d’abord être soumises dans Workday par un collègue de Loblaw actuel. L’utilisation du masculin à pour but d’alléger le texte. Venez faire votre différence dans les communautés à travers le Canada, où l'authenticité, la confiance et l'établissement de liens sont valorisés - alors que nous façonnons l'avenir du commerce de détail au Canada, ensemble. Notre position unique en tant que l'un des plus grands employeurs du pays, celle associée à notre engagement à avoir un impact positif sur la vie de tous les Canadiens, vient offrir à nos collègues une gamme d'opportunités et d'expériences pour aider les Canadiens à Vivre Bien, Vivre Pleinement. Chez Les Compagnies Loblaw Limitée, nous réussissons grâce à la collaboration, à l'engagement et nous plaçons la barre haute pour nous-mêmes et ceux qui nous entourent. Que vous débutiez votre carrière, que vous réintégriez le marché du travail ou que vous recherchiez un nouvel emploi, votre place est avec nous. Specialist, Contact Centre Knowledge Management - Brampton, ON In this role, you will be responsible for managing the Knowledge Base used by our support agents to assist colleagues, stores, and distribution centres with technical and/or operational issues. This will include developing net new content, as well as partnering with various teams to maintain an accurate knowledge database. What You’ll Do: Content Creation - Develop clear, concise, and comprehensive knowledge articles based on technical documentation, user manuals, and product specifications. Content Management - Organize content within the knowledge base to improve accessibility and usability - ensuring accuracy of the content within, and that a consistent format is followed. Quality Assurance - Conduct regular audits of the knowledge base to identify gaps and areas for improvement. This includes focusing on First-Call Resolution (FCR) and reducing Average Handle Time (AHT). Collaboration - Work closely with product, support, and engineering teams to stay informed about new features, updates, and common issues. In addition, lead cross-functional meetings to align knowledge base content with business objectives and customer needs. What you Bring: Excellent written and verbal communication Strong analytical and problem-solving skills Collaboration and interpersonal skills for engaging stakeholders across the organization Able to drive innovation, best practices, process improvements, and governance What Loblaw Offers You: We offer flexibility and balance, and an environment that sets you up for success no matter where your workspace is located. Here, you will find a great team to help you achieve your goals as you help us achieve ours! Work in our fast-paced, exciting Technology environment, helping our stores, colleagues and customers every day. Loblaw colleagues also enjoy: Work Perks Program On-site GoodLife Fitness, Basketball & Volleyball courts, Ice Rink, Groceries delivered to work via PC Express, Dry Cleaning services (1PCC Office) Tuition Reimbursement & Online Learning Pension & Benefits Paid Vacation If you’re up to the challenge, then we would love to hear from you. Apply today, and get the process started. Loblaw recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. At Loblaw, we celebrate diversity and strive to build a culture of inclusion where differences are embraced, valued and supported. We are committed to being an equal opportunity employer and encourage people from all backgrounds and identities to apply to our jobs. Accommodation in the recruitment, assessment, and hiring process is available upon request for applicants with disabilities. We thank all candidates for their interest but please note, those candidates who meet the minimum requirements for the position will be contacted. www.Loblaw.ca/careers #J-18808-Ljbffr