Business Development Consultant 3

Now Hiring: Business Development Consultant 3 (Knowledge & Insight Analyst)

Location: Peoria, IL (Hybrid - Up to 3 Days Onsite Weekly)
Duration: 12-Month Contract
Schedule: Monday - Friday, 1st Shift
Pay Rate: $39 - $41 an hr 

We are seeking an experienced Knowledge & Insight Analyst to support a customer-focused knowledge management team. This role will be responsible for developing, maintaining, and optimizing knowledge content that enhances both customer and frontline agent experiences.

Key Responsibilities:

• Identify knowledge gaps and lead initiatives to improve content effectiveness.
• Create, update, and maintain customer-facing and agent-facing knowledge articles.
• Develop and enhance knowledge article templates and processes.
• Partner with contact center teams and internal stakeholders to ensure content accuracy and usability.
• Analyze customer behavior and support data to provide recommendations for continuous improvement.
• Participate in tool testing and optimization efforts involving Salesforce, Power BI, and Google Analytics.
• Collaborate with team members to build and improve frontline agent processes.

Required Qualifications:

• 5+ years of relevant professional experience.
• 2+ years of experience developing knowledge articles within a contact center environment.
• Strong verbal and written communication skills.
• Experience working with Power BI dashboards and/or Google Analytics.
• Proactive, self-motivated, and eager to learn.
• Ability to collaborate effectively across teams and stakeholders.

Preferred Qualifications:

• Customer service or contact center experience.
• Experience creating and managing knowledge management programs or initiatives.
• Familiarity with Salesforce platforms and tool testing activities.

Work Environment:

• Hybrid work arrangement with up to three days onsite each week.
• Collaborative team environment within a training and knowledge-focused group.
• Opportunity to drive impactful improvements in customer and agent support experiences.

Important Notes:

• Candidates must currently reside in the Peoria, IL area or surrounding communities.
• Relocation candidates will not be considered.
• Stable work history is strongly preferred.

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