The knowledge management advisor is the linchpin in the training process for organization-specific vocational training within a customer contact center. The candidate connects training, knowledge management, quality development, and daily customer contact practice. Close cooperation is established with subject matter experts, trainers, senior training staff, team leaders, management, and the Learning & Development department.
The advisor ensures that the entire process, from demand exploration and design to implementation, safeguarding, and evaluation, proceeds in a controlled manner and meets the organization's quality standards. The candidate understands how developments in legislation, products, services, processes, systems, and customer needs impact the knowledge and skills of customer contact employees.
The candidate is also able to organize and monitor the transfer to the workplace, so that employees can demonstrably apply what they have learned in their customer contacts.
What you will do.
- Coordinate and monitor professional training programs within the customer contact center, from needs analysis to evaluation and safeguarding.
- Inventory learning and development needs among employees, seniors, team leaders, and management, and align these with relevant stakeholders.
- Translate developments in customer contact, legislation, products, services, processes, systems, and knowledge base content into new or adapted training courses and learning interventions.
- Facilitate collaboration between the customer contact center, a support department, subject matter experts, knowledge management, and the Learning & Development department.
- Ensure that training courses are recorded in the provided template and meet the applicable quality and didactic requirements.
- Monitor the quality, topicality, coherence, and practical applicability of training courses, modules, training materials, and task books.
- Initiate and coordinate improvements based on evaluations, quality measurements, customer feedback, and signals from operational customer contact center practice.
- Formulate proposals for adapting existing offerings or developing new training materials and learning resources.
- Ensure the actual and timely delivery of new and adapted training materials, in consultation with content experts.
- Maintain contact with trainers, senior training staff, knowledge management, team leaders, and management.
- Organize and monitor a good transfer of learning to practice, so that what has been learned is visibly applied in customer contacts.
- Support the planning and organization of Continuing Education (CE), professional competence, and any recertification.
- Guide the process around teaching materials and task books and monitor progress, quality, and delivery deadlines.
Profile
As a knowledge management advisor, you are the linchpin in the training process for organization-specific vocational training within an operational customer contact center. You connect training, knowledge management, quality development, and daily customer contact practice. You ensure that the entire process - from demand exploration and design to implementation, safeguarding, and evaluation - proceeds in a controlled manner and meets applicable quality standards.
You are able to organize and monitor the transfer to the workplace, so that employees demonstrably apply what they have learned in customer contacts.
What they ask
- The candidate is fluent in Dutch, both orally and in writing.
- The candidate holds a completed HBO bachelor's degree or higher, preferably in Educational Sciences, Learning & Development, Human Resource Development, Training Sciences, or a demonstrably comparable field.
- The candidate has at least 5 years of demonstrable professional experience with learning and development, training coordination, and/or educational design.
- The candidate has worked on learning and development for customer contact employees within an operational customer contact center of a government organization or public implementing organization. Experience exclusively in a general L&D, educational, or commercial environment does not meet this requirement.
- The candidate has at least 3 years of demonstrable experience with designing, setting up, implementing, updating, and safeguarding vocational training, onboarding programs, and digital learning interventions for customer contact employees.
- The candidate has at least 3 years of demonstrable experience with translating complex professional content, changes in legislation, products, processes, and systems into practically applicable learning interventions for employees who have direct customer contact.
- The candidate has demonstrable knowledge of didactics, adult education, workplace learning, and learning processes and has applied this knowledge within a customer contact center environment.
- The candidate has at least 3 years of demonstrable experience with organizing and monitoring the transfer of learning to daily customer contact practice.
Preferences.
- The extent to which the candidate, in addition to the minimum requirement, has demonstrable, recent, and substantively relevant experience with learning and development within an operational customer contact center of a government organization or public implementing organization.
- The extent to which the candidate demonstrates with concrete examples having developed, implemented, evaluated, and sustainably safeguarded vocational training, onboarding, digital learning interventions, and continuing education for customer contact employees.
- The extent to which the candidate has demonstrably connected learning and development with knowledge management, knowledge bases, quality measurements, coaching, and improvement of daily customer contact practice.
Competencies.
- Environmentally sensitive
- Administratively aware
- Strong in direction
- Strong in organizing
- Strong in progress monitoring
- Connecting
- Collaboration-oriented
- Analytical
- Quality-oriented
Practical
- Results-oriented
- Able to translate plans into execution
- Strong communicator
- Persuasive
- Proactive
- Focused on continuous improvement
How to apply
View the full assignment text and application details once your tailored application is ready.
Order a tailored application to view the full assignment and application details.
More context, less searching.
You get enough context to judge whether this job is relevant. The full brief, client details and next steps stay available inside the app.