Knowledge Management

2 settimane fa


Milano, Italia Sky A tempo pieno

Sky Italia, ricerca una risorsa da inserire in sostituzione maternità all'interno del team
_Customer Engagement & Communication._

Responsabilità della posizione e principali attività

All’interno dell’area
_Customer Engagement & Communication_, il Responsabile Knowledge Management ha la responsabilità di:

- Sostenere il modello di Knowledge Management TV, Triple Play e Glass, finalizzato a garantire la corretta diffusione delle conoscenze e a mantenere sempre aggiornati i nostri advisor (inhouse e Partner) con linee guida, procedure, processi, novità su prodotti e servizi, regole di gestione dei nostri clienti per rispondere in modo efficace alle necessità dei nostri clienti, unitamente alle esigenze del nostro business (TV, 3P e Glass)
- Supportare il Team nella redazione, pubblicazione e diffusione delle linee guida, script, gap analysis, verifica e monitoraggio della redemption, misurazione dell’impatto della nostra knowledge base sulle performance
- Promuovere, guidare e sostenere l’innovazione continua del processo di diffusione della knowledge, anche attraverso nuovi tool e nuovi format, al fine di facilitare l’acquisizione delle informazioni e la readiness degli agenti Customer Care in coerenza con l’evoluzione del modello di business.

Requisiti richiesti:

- Capacità editoriali e communication skill
- Attitudine all’innovazione e dimestichezza con canali di comunicazione digitali
- Attitudine al lavoro di gruppo e al problem solving,
- Conoscenza delle dinamiche aziendali
- Capacità di interagire e rapportarsi con i diversi stakeholder aziendali a tutti i livelli
- Visione innovativa, positività, proattività e fiducia nel futuro
- Creatività empirica
- Passione per il cliente
- Open mindset, aperto a rivedere schemi e a rompere silos, a favore di nuove forme di comunicazione e costruzione dei contenuti
- Buona conoscenza della lingua inglese

Sede: Milano

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