Associate Knowledge Management Specialist - North Olmsted, United States - Fortune Brands

Description

Company Description

At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture here.

Job Description

Responsibilities

• Curate and maintain knowledge base library content, in partnership with product and process subject matter experts, to understand new products or changes to existing products.
• Partner with the training team to ensure training material is accurate
• Consistently monitor knowledgebase usage and interaction through the use of metrics and dashboards. Use data derived from analysis of customer and internal knowledgebase interactions to inform and prioritize improvements to the knowledgebase.
• Provide internal customers with the content and tools to optimize agent efficiency including reducing inbound contacts and improving the closure rate, as well as provide external customers with information needed to facilitate self service.
• Compile analytics and other customer feedback to identify opportunities for improvement and make actionable recommendations.
• Track, analyze and report on critical KPI's on a regular cadence by using data visualization to assist decision-makers in effectively interpreting data to arrive at insights.
• Manage daily operations of knowledgebase related activities, including content creation and review, workflows, user account maintenance, non-English content maintenance, and organization of content.
• Serve as a primary liaison in communications with Customer Care, Product Marketing, Global Knowledgebase Teams, and other departments/groups as necessary regarding project deliverables, product launch activities, knowledgebase application maintenance, and other operational knowledgebase activities.
• Perform other work as required or requested.

Qualifications

• Bachelor's degree is required. In lieu of a degree, must possess an additional 4 years of related experience.
• Minimum of 0-2 years of contact center, training or knowledge management work experience is required
• Experience in a contact center which manages calls of a technical nature is preferred.
• Experience supporting a process driven culture.
• Must be self-motivated and have the ability to work independently.
• Excellent organizational skills, with the ability to prioritize work in a triage format, and multi-task effectively and simultaneously among changing priorities.
• Advanced computer skills in Excel, PowerPoint, and Word
• Excellent writing and communication skills required
• Strong working knowledge of knowledge management systems and experience with knowledge management tools, specifically Mindtouch, preferred
• Ability to function in a fast paced environment
• Occasional travel is required

Additional Information

At Fortune Brands Innovations, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates' unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits (including half-day summer Fridays per policy), inclusive fertility / adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to support inclusivity and our associates' feeling of belonging at work.

Fortune Brands Innovation (FBIN) is built on industry-leading brands and innovation within our operating segments: Plumbing, Doors and Security. We have an impressive track record of strong financial results, market outperformance and growth, which translates into career and professional growth opportunities for associates. Please visit our website at to learn more.

Equal Employment Opportunity

FBIN is an equal opportunity employer. FBIN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

Reasonable Accommodations

FBIN is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at and let us know the nature of your request along with your contact information.

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