Job Details

Content Research Analyst Manager

Shift hours 8-4:30. Responsible for managing a team of Content Research Analysts that creates new content, performs content data entry, designs content, oversees processing of daily escalations, research requests, special projects, and contact center focused operational activities; interface with federal government Subject Matter Experts (SMEs) to discuss and present resolutions for multiple special interests; attend meetings to contribute to the internal branding and universal message of the federal government customer support services; serve as the primary point of contact for the Content Team that would interface with the customers; analyze potential areas of improvement for the program and conduct/manage the necessary implementation events.

Key Responsibilities:

• Researching, writing, and updating federal government content within a Customer Relationship Management (CRM) database.
• Responsible for managing a team of Content Research Analysts that create and modify content.
• Analyze potential areas of improvement for the program and conduct/manage the necessary implementation events.
• Analyze and shift priorities to ensure deadlines established on the content calendar are met.
• Manage and analyze data using Microsoft Excel.

Required Qualifications:

• Bachelor's Degree or equivalent.
• Minimum six (6) years of experience in research analysis and writing content.
• Familiarity and ability to document process flow in a business environment.
• Ability to conduct meetings with both internal and external stakeholders.
• Experience reviewing standards and conducting periodic updates.
• Experience managing a team of content analyst staff.
• Experience with Process Improvement Methodologies.
• Proficiency in Microsoft Office (Excel, Outlook, PowerPoint, and Word).

Other Job Specific Skills:

• Superb written and verbal communication skills.
• Strong leadership and interpersonal skills.
• Extensive customer service skills.
• Powerful problem solving and organization skills.
• Advanced knowledge of customer service and related business methods.
• Keen attentional to detail and focus on accuracy.
• Ability to develop and mentor an effective customer service team.
• Dedication to consistent progress towards set objectives.
• Ability to build and maintain good working relationships with all customers and staff.
• Ability to remain calm and courteous towards customers, staff, management and leadership in periods of stress.

Compensation Ranges:

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements:

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements:

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.