Position Overview:

Knowledge & Communications Specialist – CCSS (Contact Center Shared Services)

About the role

The Knowledge & Communication Specialist is responsible for acquiring, organizing, and sharing information to enhance Contact Center operations, improve decision-making processes, and increase associate engagement. This role supports the development of knowledge management strategies and internal communications.  

The specialist will collaborate closely with cross-functional teams to maintain and enhance the company’s knowledge base and oversee internal communication strategies that align with business objectives.

The impact you can have

Knowledge Management: 

• Develop and implement knowledge management strategies that support operational efficiency and business goals.
• Curate, maintain, and audit a centralized knowledge base to ensure accuracy, accessibility, and relevance.
• Develop and maintain self-service knowledge articles for customer-facing platforms.
• Establish and foster partnerships with business units to enhance collaboration and knowledge-sharing.

Internal Communications:

• Create and manage internal communication strategies to ensure associates receive timely, clear, and engaging updates.
• Maintain the internal SharePoint site with up-to-date policies, marketing updates, product knowledge, and promotions.
• Collaborate with Contact Center leaders to ensure consistent messaging on brand updates, customer-facing concerns, and associate initiatives.
• Develop and distribute communications related to process changes, customer experience updates, and engagement programs.
• Act as a communications liaison to ensure messaging aligns with company and brand voice.

Operational Excellence & Engagement:

• Work closely with leadership teams to support new initiatives and system changes.
• Serve as a key point of contact between internal teams, third-party vendors, and associates to drive efficient and effective communication.
• Ensure communication efforts align with employee retention and satisfaction goals.

You’ll bring to the role

• Excellent written and verbal communication skills, with the ability to craft clear, concise, and engaging content.
• High School diploma, GED, or Bachelor’s degree preferred.
• 2+ years of experience in knowledge management, corporate communications, or content development.
• Strong ability to organize and present information effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneDrive, SharePoint, and Teams).
• Experience with Contact Center systems (e.g., knowledge base, IVR, CRM, and OMS) is a plus.
• Strong interpersonal skills with the ability to collaborate effectively across teams.
• Highly adaptable, proactive, and able to manage multiple projects with minimal supervision.
• Strong attention to detail and ability to meet deadlines.
• Ability to work a flexible schedule to meet business needs.

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.  
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.*  
• Medical, dental, vision insurance & 401(K).* 
• Employee Assistance Program (EAP).
• Time off – paid time off & holidays.*

*Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.

This position can be based at either our Knoxville, TN; Etna, OH or Ft Myers, FL location and works in a hybrid model, with required days worked in the office defined by business needs.

Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

Position Type: