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DESCRIPTION
The Content Administrator will support the development, maintenance, and organization of content materials (Learning/Training content, Knowledge base content & Macro content) that empower agents to succeed in our Service Operations function. Reporting to the Content Manager, this role will focus on assisting in content creation and ensuring all materials are up-to-date and accessible. The Content Administrator will work closely with training, QA, and operational teams to ensure alignment with organizational goals and agent needs. The role will also include translation of all content from English to German.
Key Responsibilities:
- The role will also include translation of all content (Learning/Training content, Knowledge base content & Macro content) from English to German.
- Assist in the development and maintenance of content materials, ensuring they are accurate, consistent, and aligned with agent enablement objectives.
- Conduct regular audits of existing content to identify gaps, outdated information, and areas for improvement.
- Collaborate with the Content Manager and other stakeholders to update materials for new product launches, process changes, and operational updates.
- Organize and manage content repositories to ensure materials are easily accessible and well-documented.
- Support training and QA teams by gathering feedback on content usability and making necessary updates.
- Monitor content usage and performance, preparing basic reports to highlight trends and opportunities for improvement.
- Maintain version control of enablement materials, ensuring consistent and professional presentation across all documentation.
- Respond to ad-hoc content requests from stakeholders and ensure timely delivery of updates or materials.
REQUIREMENTS
- Strong ability to manage multiple tasks, maintain content repositories, and ensure version control.
- Familiarity with content management systems (CMS) or similar tools is a plus.
- Excellent ability to audit and review materials for accuracy and consistency.
- Collaboration Skills: Ability to work effectively with cross-functional teams, including training, QA, and operations.
- Strong written and verbal communication skills, with a focus on clear and professional presentation.
- Exposure to basic data reporting or performance tracking is a plus.
- Experience managing content repositories and governance structures.
- Native-level proficiency in German and fluency in English.
- Viewed as a plus:
- Background in agent enablement, customer service, or a related field.
- Minimum 1–2 years in Operations, content development, documentation, or a related support role.