What Instructional Design & Development contributes to Cardinal Health
Learning develops, deploys and evaluates learning solutions to support employee development and build organizational capability in alignment to business strategies. This function analyzes learning needs and develops training curricula, technologies, and programs. This function also manages trainings provided by third parties and partners with leaders and subject matter experts within functions and business units to deliver learning.
Instructional Design & Development develops blended learning solutions optimized for unique subject matter areas and audiences, leveraging third-party and Learning Technologies capabilities. This job family analyzes employee learning needs and partners with subject matter experts and business management to gain input for course content. Instructional Design & Development develops general and technical content based on best practices, facilitates the introduction of new courses, and develops and monitors metrics for evaluating learning solutions' effectiveness.
Role summary
You will play a pivotal role as the Knowledge Management Manager in ensuring the efficient passage of information and best practices throughout our organization. Your primary responsibility will be to oversee the creation, organization, maintenance, and dissemination of Standard Operating Procedures (SOPs), articles, and other essential knowledge resources for the success of our contact center operations.
Accountabilities in this role
- Develop and implement a comprehensive knowledge management strategy that will enhance the quality and accessibility of information in the contact center.
- Collaborate with cross-functional teams to identify knowledge gaps, record best practices, and develop new SOPs and articles as required.
- Maintain a centralized repository of SOPs, articles, training materials, and other knowledge resources for contact center agents' simple access.
- Review and update existing content on a regular basis to ensure accuracy, currency, and compliance with company policies and industry regulations.
- Implement effective knowledge sharing processes to cultivate collaboration and a culture of lifelong learning among contact center employees.
- Collaborate closely with the training and quality assurance teams to align knowledge materials with training curriculums and performance metrics.
- Create and administer metrics to monitor the efficacy of knowledge management initiatives, including content usage, search performance, and agent performance enhancements.
- Recommend enhancements to existing processes and tools and keep updated of industry trends and emergent technologies related to knowledge management.
Qualifications
· Bachelor's degree in a relevant field
· Proven experience (7+ years) in knowledge management, preferably within a contact center or customer service environment.
· Strong understanding of contact center operations, processes, and customer service principles.
· Excellent written and verbal communication skills, with the ability to convey complex information in a clear and concise manner.
· Proficiency in using knowledge management tools and software.
· Strong organizational and project management skills, with the ability to prioritize tasks and meet deadlines.
· Analytical mindset with the ability to interpret data and metrics to drive informed decisions.
· Team-oriented with the ability to collaborate effectively across departments.
· Demonstrated leadership skills and the ability to influence change within the organization.
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
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