B2B Knowledge Experience Specialist

As a Knowledge Specialist, you will be responsible for developing and maintaining operational processes and policies for the company’s B2B operations. Ensure knowledge base material, internal and external, are continuously updated to reflect new processes, procedures, and policies. Effectively facilitate dissemination of relevant information across customer facing personnel., + Gather information to build processes and policies for review and approval to publish them in the Knowledge Base or any other knowledge-sharing platform.

• Create training material thatincludes, butis notlimited to instructional design and assessments,curriculum,and agenda for operational areas (Community Events, Retail, Service Center, Contact Centers, Business SalesTeam,and others).

• Maintain effective communication with the operational area with the creation of knowledge, ensure alignment with all operational teams.

• Improve knowledge sharing on the topics of business priority with the latest content of high business value.

• Own all agents facing communications, ensuring fresh, relevant, and up to date data and information via multiple media avenues.

• Participate in orientations and training sessions, and preparation of job aids, guides, how to, FAQs, and processes. This may include the generation of new knowledge documents such as reports, online help, tutorials, and other documents relevant to work.

• Stay relevant in topics that might help improve current processes and/ormethodologyand helpdisseminateinformation about the organization’s knowledge programs to audiences, maintaining communications on knowledge sharing across the organization.

• Collaborate in strategy and program development of new processes or products,identifyinformation requirements and issues, and providetimelysolutions.

• Find opportunities to use and improve online tools tomonitorand collect information to support operational areas in gathering evidence-based information for program implementation and policies; ensure visibility of knowledge transfer thru reports, dashboards and other metrics and drive knowledge sharing across the community.

• Provide knowledge management material user support services.

• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America policies and procedures including the Code of Conduct and Liberty safety standards and procedures.

• Other functions may be assigned., + Gather information to build processes and policies for review and approval to publish them in the Knowledge Base or any other knowledge-sharing platform.

• Create training material thatincludes, butis notlimited to instructional design and assessments,curriculum,and agenda for operational areas (Community Events, Retail, Service Center, Contact Centers, Business SalesTeam,and others).

• Maintain effective communication with the operational area with the creation of knowledge, ensure alignment with all operational teams.

• Improve knowledge sharing on the topics of business priority with the latest content of high business value.

• Own all agents facing communications, ensuring fresh, relevant, and up to date data and information via multiple media avenues.

• Participate in orientations and training sessions, and preparation of job aids, guides, how to, FAQs, and processes. This may include the generation of new knowledge documents such as reports, online help, tutorials, and other documents relevant to work.

• Stay relevant in topics that might help improve current processes and/ormethodologyand helpdisseminateinformation about the organization’s knowledge programs to audiences, maintaining communications on knowledge sharing across the organization.

• Collaborate in strategy and program development of new processes or products,identifyinformation requirements and issues, and providetimelysolutions.

• Find opportunities to use and improve online tools tomonitorand collect information to support operational areas in gathering evidence-based information for program implementation and policies; ensure visibility of knowledge transfer thru reports, dashboards and other metrics and drive knowledge sharing across the community.

• Provide knowledge management material user support services.

• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America policies and procedures including the Code of Conduct and Liberty safety standards and procedures.

• Customer Focus

• Critical thinking

• Active listening

• Attention todetail.

• Analytical Thinking

• Organizational Change

• Verbal communication

• Problem solving

• Influence and persuasion

• Eye For Business

Education and or Experience:

Bachelor’s degree in Business or related field.

2-5 years of experience in customer experience and crafting policies/ processes, running and operating NPS frameworks and in operational improvement or optimization in customer operations.

Other qualifications:

• Fully bilinguala must(Spanish, English).

• Understanding of measurements relating to customer experience, specifically Net Promoter Score preferred.

• Ability to work in a fast paced, structured, dynamic, and high transaction environment, with the ability tomaintaincomposure in stressful situations and manage and diffuse angry or upset customers.

• Strong relationship building skills to increase customer dedication andinteractions.

• Problem solving and negotiation skills.

• Strong verbal and written communication skills.

• Strong critical thinking skills.

• Customer focus and service oriented.

Physical Demands: The physical demands described here are representative of those that should be met by an employee to efficiently perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities. The employee is occasionally required to stand, walk, and sit. Also occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and color vision.