KCS Manager
2 weeks ago
Job Description
We are seeking a dynamic and experienced Knowledge Centred Service (KCS) Manager to join our team. In this role, you will be responsible for leading the implementation of KCS principles and practices within our Player Experience Organization. You will work closely with cross-functional teams to develop, implement, and optimize knowledge management processes to enhance customer support efficiency and effectiveness.
Key Responsibilities:
Develop and implement a comprehensive strategy for knowledge management aligned with KCS methodologies. Lead the design and development of a centralized knowledge base, ensuring content accuracy, relevance, and accessibility. Collaborate with stakeholders across the organization to identify knowledge gaps, capture tacit knowledge, and promote knowledge sharing culture. Establish and maintain KCS performance metrics and reporting mechanisms to track knowledge management effectiveness and identify areas for improvement. Provide guidance and training to customer support teams on KCS best practices, including content creation, reuse, and continuous improvement. Drive continuous improvement initiatives to optimize knowledge management processes and enhance the overall customer support experience. Stay updated on industry trends and best practices in knowledge management and customer support to drive innovation and maintain competitive advantage. Foster a culture of collaboration, accountability, and continuous learning within the organization.
Qualifications
Bachelor's degree in Business Administration, Information Management, or related field; Master's degree preferred. Proven track record of successfully implementing KCS methodologies and best practices in a large-scale organization. Strong project management skills with the ability to lead cross-functional teams and drive initiatives to completion. Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization. Analytical mindset with the ability to leverage data and metrics to drive decision-making and measure success. Experience working in the gaming industry or other fast-paced, customer-centric environments is a plus. KCS / ITIL certification or relevant professional certifications (e.g., HDI Knowledge-Centered Support Certification) preferred.-
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