Shift: Monday - Friday Day Shift (Hours TBD)

NY/NJ/PA residents encouraged to apply!

*Must be KCS v6 Practices certified to be considered for this role.*

Summary: Summary: HCL is looking for a Knowledge Program Manager to manage, plan, organize and implement knowledge, training and development according to KCS standards for a major Pharmaceutical client. The Knowledge Program Manager is a key individual within the global Customer Services and Support organization who serves as a strategic partner to leaders and team members within it. The role will have the overall responsibility for success of the knowledge program and its outcome by implementing the utilization of Knowledge-Centered Service (KCS®) methodology within the global support organization to our client, and ensure the KCS methodology is fully utilized and followed.

KCS® is an industry best practice and methodology that shifts fundamental culture towards the capture and re-use of knowledge, enabling fast location of existing knowledge for optimal case handling and strongest possible customer experience.

The Knowledge Program Manager will create and drive a knowledge strategy which would lead to the most efficient knowledge processes to guarantee growth and success. That would entail establishing strong working relationships both with internal and client Knowledge Base platform stakeholders. Building a solid bond between the knowledge platform and support processes will facilitate the journey both customer’s and internal, by locating knowledge for effective re-use or in contributing to the Knowledge Base where knowledge does not already exist.

The Knowledge Program ultimately aims to fast-track the path to case resolution globally by reducing the burden on support teams and thereby increase their bandwidth to be able to focus on higher profile or more complex customer support needs. In order to achieve that effectively in this role, the individual will have a proven track record of success in implementing knowledge-based support culture globally and bringing high energy and enthusiasm that instill a strong sense of engagement for the program throughout the support organization. The role is ideally based in our client’s US headquarters in Plainsboro, NJ, or close to HCL’s operations center in Pittston, PA. However, other locations across the country will be considered for the right candidates, who can also work effectively across remote teams globally.

Note: KCS® is a service mark of the Consortium for Service Innovation TM

Essential Duties and Responsibilities

The role of the KCS program manager includes but is not limited to the following responsibilities:

• Development, implementation, and continuous improvement of strategy for Knowledge-Centered Service (KCS®) across HCL global customer service teams.
• Work with Operations and Client teams to establish Knowledge Management thought leadership, which creates and promotes a culture of knowledge sharing and the vision of shifting support teams to the role of proactive knowledge workers.
• Program management of KCS adoption - establishing and driving regular meetings within and across teams, including global QA and knowledge calibration sessions, to ensure account specific standards are met, KM processes are followed, and best practices are shared amongst the global teams.
• Spearhead the effort to re-shape the existing knowledge base and platforms with both internal and external focus, including appropriate methods to make knowledge searchable and consumable through proper tagging and indexing.
• Design and implement the core practices which define content standards, quality and assessment which lead to a consistency and continuous improvement of the customer experience.
• Create and drive an onboarding structure for the supporter teams in order to ensure all resources are stood up KCS-ready.
• Manage tools, metrics and reporting needed to perform global program oversight and governance; provide knowledge workers with continuous feedback on the impact of their contributions.
• Partner and collaborate closely with client’s KCS Manager, and align on KCS processes to be followed globally by Operations teams.

Reporting

• The Knowledge Program Manager will be accountable for development and evolution of KPIs and for effective reporting on delivery performance reflecting the effectiveness of knowledge utilization methods.

Supervisory Responsibilities

• This role is responsible to manage and lead KCS Coaches globally, as well as subject matter experts performing quality assurance, thus ensuring a closed loop communication with Quality and other operations teams. In conjunction, carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Computer/Technical Skills

• Must be proficient in Microsoft Office products. Experience with CRM products is preferred.

Certificates, Licenses, Registrations

• KCS v6 Practices certification

Skills:

• Great operational understanding of KCS® methods and knowledge use culture
• Service DNA – understanding customer service excellence inside-out and identifying areas for improvement on a daily basis
• Analytical skills – highly effective in analyzing metrics and KPIs and drawing actionable conclusions from that data.
• Excellent organizational and multitasking skills - able to manage workload with concurrent tasks efficiently. Must be able to take action and progress issues in a timely manner.
• Adaptability – must have flexibility to adopt new approaches
• Performs well under pressure, maintaining effective decision making
• Relationship management – building and sustaining key relationships to build a successful business partnership, excels at cross-functional collaboration
• Influence – using appropriate interpersonal styles and methods of communication to influence others positively to meet objectives of all parties and lead through change
• Teamwork – collaborating with and promoting collaboration
• Strong communication skills, both written and oral
• Proactive, Accountable, Positive, Professional and Collaborative at all times

Ability to commute/relocate:

• Plainsboro, NJ 08536 and/or Pittston, PA 18640. Reliably commute or planning to relocate before starting work (preferred).

Education:

• Bachelor's (Preferred)

Experience:

• 5+ years Knowledge management experience (Preferred)
• 3+ years Customer Support or Operations experience

HCL Technologies is an Equal Opportunity Employer - EOE, M/F, D/V.
https://www.hcltech.com/candidate-privacy-notice

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Customer support: 3 years (Preferred)
• Knowledge management: 5 years (Preferred)

License/Certification:

• KCS v6 Certification (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: Remote

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