Sr. Knowledge Manager - Call Center Communications

Job Description

Company Profile:
Direct Energy generates electricity and produces natural gas, as well as selling commodities and servicing the energy needs of homes and businesses in 46 U.S. states plus the District of Columbia and 10 Canadian provinces. We also help our customers save on their energy bills through energy efficiency. Located in over 50 locations, our team of 6,000+ employees serve over 6 million residential and commercial customer relationships.
Direct Energy is a subsidiary of Centrica plc (LSE:CNA), one of the world's leading integrated energy companies with over 20 million customers and 34,000 employees worldwide. We are committed to being the most recommended energy and services provider and leading the transition to a low carbon society.
Direct Energy is an Equal Opportunity Employer/AA-M/F/Disability/Protected Veteran Status/Genetic Data.
The Sr. Mgr. Knowledge Management is a strategic position within the Operations Customer Experience organization. The candidate is an organizational leader charged with responsibility to champion knowledge sharing and employ innovative tools and methods to drive communication and enhance understanding and service delivery performance.
Key responsibilities are as follows:
•Design, implement and oversee enterprise knowledge infrastructure and service strategy applicable to pan North American operations including multiple lines of business, operating markets and brand entities. KM reach exceeds 2000 agents and 8 sites including insourced and outsourced operations.
•Responsibility for the overall product design, site navigation, content, process management and engagement and dissemination of content to users
•Lead the discrete Knowledge Management and Knowledge Sharing functional teams; may manage resources in multiple site locations
•Provide key thought leadership and influence throughout the organization pertaining to knowledge capture, communication and dissemination of information creating a well-informed, equipped and connected customer service organization
•Employ creative methods to achieve high mode of collaboration and information sharing; fosters cultural change and challenges status quo
•Leads and engages partners (internal and external) to achieve aligned and integrated knowledge communities and practices
•Forms key relationships with Contact Center, Learning and Development, Digital, Commercial and Marketing teams across all lines of business;
•Formulate and deliver a knowledge base consolidation strategy; envision and implement a knowledge management roadmap inclusive of technology strategy
•Install continuous improvement methodologies that support rapid sharing of information and focused process improvement
•Demonstrated knowledge of customer service and contact center operations; proven ability to think like a customer and understand agent behavior

Job Requirements


•Minimum of 5 years leadership/management experience (Preferably in Information Management, Communications or related discipline)
•5+ years working knowledge of Intranet or Content Management Systems, HTML, Web Authoring; Social Media experience is highly desirable


Communications: Ability to get consensus and collaboration across many business units; ability to explain complex concepts in layman's language; ability to generate enthusiasm; ability to communicate with all levels of management, staff and customers.

Client Orientation: Understands clients' needs and concerns; responds promptly and effectively to client needs; Customizes services and products as appropriate.

Drive for Results: Makes things happen; Is proactive; balances 'analysis' with 'doing'; sets high standards for self and leads by example; Commits to organizational goals and inspires others.

Company Overview

At Direct Energy, our family of brands works together to save you time, effort and money. Their unique capabilities make it possible for us to provide electricity, natural gas and other energy services to more than 13 million residential homes and businesses across North America. Together, these organizations work hand-in-hand, creating a complete energy package that spans from the actual energy resource to the on-switch in your home. We find the energy, generate it, process it, hold it, trade it and make sure it’s available for you. It goes further than that, too. Our commitment to your energy includes servicing and maintaining the efficiency of your heating and air conditioning as well as your plumbing and electric lines. It’s all part of our promise to make the energy you use both simple and direct. We are Direct Energy.

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  • Sr. Knowledge Manager - Call Center CommunicationsDirect Energy