Content Manager

Job Details

Shift hours 8-4:30

Responsible for managing a team of Content Research Analysts that creates new content, performs content data entry, designs content, oversees processing of daily escalations, research requests, special projects, and contact center focused operational activities; interface with federal government Subject Matter Experts (SMEs) to discuss and present resolutions for multiple special interests; attend meetings to contribute to the internal branding and universal message of the federal government customer support services; serve as the primary point of contact for the Content Team that would interface with the customers; analyze potential areas of improvement for the program and conduct/manage the necessary implementation events.

Key Responsibilities

• Researching, writing, and updating federal government content within a Customer Relationship Management (CRM) database.
• Responsible for managing a team of Content Research Analysts that create and modify content.
• Analyze potential areas of improvement for the program and conduct/manage the necessary implementation events.
• Analyze and shift priorities to ensure deadlines established on the content calendar are met.
• Manage and analyze data using Microsoft Excel.

Required Qualifications

• Bachelor's Degree or equivalent.
• Minimum six (6) years of experience in research analysis and writing content.
• Familiarity and ability to document process flow in a business environment
• Ability to conduct meetings with both internal and external stakeholders
• Experience reviewing standards and conducting periodic updates
• Experience managing a team of content analyst staff
• Experience with Process Improvement Methodologies
• Proficiency in Microsoft Office (Excel, Outlook, PowerPoint, and Word).

Other Job Specific Skills

• Superb written and verbal communication skills.
• Strong leadership and interpersonal skills.
• Extensive customer service skills.
• Powerful problem solving and organization skills.
• Advanced knowledge of customer service and related business methods.
• Keen attentional to detail and focus on accuracy.
• Ability to develop and mentor an effective customer service team.
• Dedication to consistent progress towards set objectives.
• Ability to build and maintain good working relationships with all customers and staff.
• Ability to remain calm and courteous towards customers, staff, management and leadership in periods of stress.

#cjpost