ALBERT BESANEZ

Knowledge Base owner taking full responsibility for the correctness, completeness, and usability of the KB for a particular product.

Key Responsibilities:

• Making sure that 100% of support tickets are covered by complete, accurate and clear KB articles that are easy to apply step-by-step.
• Acting as a customer advocate, making sure that each technical solution provided was the best and the most optimal for the customer
• Curating the knowledge base ensuring that the articles are up-to-date, non-redundant and discoverable by the agents, customers and the answer bot
• Acting as technical and subject matter expert for assigned products (Enterprise SaaS and On-prem Solutions)
• Creating engaging learning activities and course content for product certification.
• Conducting technical interview validation for agent certification.
• Perform quality evaluation of fellow Product Knowledge Curator's work versus the designated quality metrics for knowledgebase articles.
• Evaluate the overall quality of curated knowledgebase articles to ensure its content match the customer's issue by running a test that captures the article and match it with the customer's ticket (answerbot automation).
• Perform quality evaluation of L1 and L2 agents' tickets versus the quality standard set for technical processes and resolutions.
• Led projects and analyzed data to identify opportunities for improvement on training and knowledgebase.

• Planned and monitored implementation of technology-based learning programs.
• Taking technical information from different sources and boil it down into concise, world-class articles that are easily found by customers and support agents.
• Interviewing subject matter experts and marshal all the information required to meet the objective of the article.
• Created curricula, research topics and conceptualized course format, subject matter and presentation.
• Designed course materials and supported implementation.
• Evaluate the quality of information supplied by subject matter experts using input metric standards.
• Create and update playbooks for process guidelines as an adhoc task.

• Responsible for selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Providing leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conducting regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Creating a positive work environment through employee engagement; resolving employee relation issues.
• Participating in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA- and partner to define action plans that resolve issues and drive continuous improvement
• Attending business reviews with the senior management and client
• Handling a team of team leaders and support group team leaders including 1 communication coach
• Handling Adhoc Task such as Metric Management (VOC/Quality), Shared Drive and Sharepoint Management, TL Mobility, Attrition Management, Metric Action Plan implementation and tracking
• Managing the overall quality assurance metric for the program ensuring that the site meets the monthly quality score to avoid penalty and increase revenue from metric bonuses.
• Ensure all leaders of the program (team leads and operations managers) meets and complies with input metrics such as quality evaluations, coaching, team meeting requirements, etc as the programs input metric head.

• Leading Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Convergys’ mission.
• Providing day-to-day supervision and management of directly assigned team of Support Professionals.
• Conducting multiple call-coaching training sessions each week. Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner.
• Under the direction of the Service Delivery Manager or Operations Manager, manage team KPIs and retention initiatives. Participate in root cause analysis regarding attendance challenges and attrition. Team with site leadership to develop actions to reduce attrition where possible. (stated above already)
• Resolving personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for Support Professional's HR file. This includes involvement with both Service Delivery Manager and Human Resources in addressing disciplinary actions.
• Administering and managing payroll in accordance with company policy and procedures.
• Managing Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly.
• Providing escalation support to Support Professionals by providing guidance in problem solving customer issues.