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The Training and Knowledge Analyst is responsible for leading the development of the support services training and knowledge for all lines of business supported by the Enterprise Contact Center. This includes Store Technical Support, Customer Support and Associate Support. The Training and Knowledge Analyst will collaborate with the Enterprise Contact Center vendor partner to develop materials to support all lines of business. This analyst will work closely with the internal support teams and call quality assurance teams to ensure the most up to date procedures and knowledge available to all levels of Enterprise Contract Center support.

Principal Duties and Responsibilities

Position Requirements

Ten percent travel may be required

Minimum Requirements/Qualifications

Education:

•** **Bachelor’s degree or 4+ equivalent years of related work experience preferred.

Experience:

Minimum 3+ years professional contact center experience

Experience training level one and level 2 contact centers associates

Team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment.

Excellent collaborator and team builder

Strong history of delivering initiatives in a timely manner.

Desired Qualifications

3+ years of retail operations/standard operations procedures

2+ years of Point-of-Sale troubleshooting experience

4+ years of technical support experience

Experience with ServiceNow and/or other ticketing-based applications

Critical incident management and process experience

Management and executive level communication experience (e.g., VP, Director)

_This is not to be considered a complete list of job duties, as they may be amended or added to as needed._

Full time

500 Volvo Parkway,Chesapeake,Virginia 23320

IT Services

Dollar Tree