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Available Positions

Sunday, February 2, 2014

F/T - Knowledge Mgmt Analyst, NYC HR Admin (NY)

Training and Knowledge Management Analyst, NYC-Human Resources Administration

The New York City Human Resources Administration (HRA), one of the nation’s largest social service agencies, is recruiting for a dynamic individual to serve as the Training and Knowledge Management Analyst for the agency’s main call center, Infoline.

Aligning with the overall HRA and Infoline call center strategy, this position is responsible for sustaining the knowledge management agenda within Infoline, ensuring leading practices in the creation, collection, storage, use, and sharing of content necessary to provide a positive caller experience for Infoline’s clients. This role also includes responsibility for Infoline’s training program, spanning from the identification of the training requirements, through to the coordination of the development and delivery of the training. This position reports directly to the call center director.

The Training and Knowledge Management Analyst will:

•Design and improve processes for the creation, collection, storage, use, and sharing of content including templates and training materials.
•Work closely with the Quality Assurance Analyst and call center management, develop, facilitate and deliver the Infoline training program.
•Promote knowledge management leading practices.
•Develop and implement an end-to-end process for the capture, storage, and retrieval and protection of content, including the day-to-day management of the Knowledge Base.
•Enable the sharing of knowledge across the organization through the creation of networks, insight sharing meetings, tools and other forms of collaboration.
•Conduct training needs assessments.
•Advise on methods and formats to produce and deliver effective and impactful learning.
•Propose, review and engage internal and external training resources.
•Maintain appropriate training resources and tools, such as presentations, recordings, user guides and trainer materials.
•Organize the logistics and delivery of training sessions.
•Capture participant feedback for continuous improvement.

Preferred Skills:

•Bachelor’s degree and at least 2 – 3 years of experience within Training and Knowledge/Information Management and supporting toolsets.
•Experience in implementation of call center knowledge and information management strategies and practices.
•Experience in the creation, coordination and delivery of call center training programs.
•Evidence of delivering business projects on time, on budget, and with high quality standards.

•Excellent organizational and documentation skills.
•Excellent inter-personal, facilitation, written and verbal communication skills.
•Computer skills and knowledge of relevant software applications including database management, content and document creation management, project management, word processing, spreadsheets, etc.

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