oracle
Customer Service Manager- Copilot Knowledge Base
Caesars Entertainment
Las Vegas, USA
Full-time
Mid · 3+ years experience
Onsite
USD 84000-100000 yearly / year
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SprinklrSharePointConfluenceWordPressSprinklr Copilot
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SprinklrSharePointConfluenceWordPressSprinklr Copilot
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Responsibilities
- Enable Operational Readiness
- Support operational compliance through documentation, audit readiness, and process governance.
- Create, maintain, and optimize high-quality operational content that supports agents and leaders.
- Write and manage customer-facing messaging, canned responses, macros, templates, and communication standards across multiple support channels.
- Develop operational briefs, process documentation, SOPs, decision trees, playbooks, and reference materials that enable consistent execution.
- Lead AI Knowledge & Agent Enablement
- Manage and enhance the Customer Operations knowledge base and configure, maintain, and continuously improve Agent Copilot, ensuring teams have access to accurate and actionable information.
- Create and manage content libraries that power AI-generated recommendations and agent support experiences.
- Analyze Copilot performance metrics to identify opportunities for improved adoption, efficiency, accuracy, and customer outcomes.
- Establish governance practices that promote consistency, usability, and knowledge adoption.
- Drive Process Excellence
- Evaluate operational challenges and implement scalable solutions that support business growth.
- Partner with stakeholders to align process changes, tooling enhancements, and operational priorities.
- Ensure process documentation remains accurate, current, and aligned with business objectives.
- Collaborate and Influence
- Work closely with different stakeholders to bridge the gap between process design and frontline execution and ensure processes remain aligned with evolving business and regulatory needs.
- Identify knowledge gaps and proactively deliver solutions that improve agent performance and customer outcomes.
- Serve as a trusted advisor and subject matter expert across multiple operational domains, by providing insights into agent experiences and process opportunities.
Qualifications
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