Contact Center Process Manager
virtual vocationsDenver, CO
Contact Center Process Manager
L6
virtual vocationsDenver, COtoday
Occupations
Management AnalystsBusiness Operations Specialists, All OtherProject Management SpecialistsIndustries
Telemarketing Bureaus and Other Contact CentersCustom Computer Programming ServicesAll Other Business Support ServicesLeading a team focused on process documentation and content management, the remote Manager, Process & Content will oversee the lifecycle of agent-facing processes and knowledge base content for the Customer Experience contact center, ensuring clarity and consistency across support channels.
Key responsibilities:
Build and develop the CX Process and Content teams, setting priorities and coaching team members
Manage SOP creation and maintenance, ensuring consistency and readability in agent-facing processes
Oversee the end-to-end content lifecycle for internal and external knowledge base articles and help center content
Required qualifications:
3+ years of experience leading process and content functions in a contact center environment
Strong background in knowledge base/content strategy, including experience with platforms like Salesforce
Proven ability to measure and report on the effectiveness of processes and content
Experience in building or scaling SOP frameworks and process mapping practices
Familiarity with process mapping tools such as Whimsical or Lucidchart
Apply now
Level
LeadL6
Location
Denver, CO
Occupation
Management Analysts
Industry
Telemarketing Bureaus and Other Contact Centers
Posted
today
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