Remote Content Research Manager ( Call Center)

TechOp Solutions International is experienced Remote Content Research Manager to support a high-volume, remote call center. The Content Research Manager leads the development, maintenance, and continuous improvement of customer support content, knowledge management resources, and content governance processes. This position oversees a team of content analysts while ensuring customer-facing information remains accurate, current, and easily accessible.

• Lead the research, development, organization, and maintenance of knowledge base content.

• Supervise Content Research Analysts and assign daily work activities.

• Review customer escalations and coordinate research efforts to resolve complex inquiries

• Evaluate system enhancements and provide feedback on CRM, knowledge management, and customer service technologies.

• Analyze customer trends and recommend improvements to content, workflows, and business processes.

• Collaborate with subject matter experts to validate and improve customer-facing information.

- Bachelor's degree from an accredited institution. - Minimum six (6) years of experience in knowledge management, content development, customer support, or related operational environments. - Experience with CRM and knowledge management platforms preferred. - Excellent leadership, communication, organizational, and stakeholder management skills. - Must meet security eligibility requirements.