The Communications Specialist role will build communication channels with all contributing and affected teams to the customer’s experience. This role will implement the company communications strategy at the direction of the Communications Lead. Information, changes, and updates that impact the Contact Center will need to be proactively obtained and communicated to key stakeholders and impacted audiences. Contact Center, consisting of our phone and digital teams, will be the primary customer for this position while the rest of the business is a secondary customer.
Establish and consistently maintain interdepartmental relationships to ensure communications, information, and compliance-related matters are flowing in real-time, with a primary focus on supporting Contact Center needs. Attend regular meetings with key stakeholders and provide detailed information from those meetings to relevant parties.
Develop repeatable, efficient processes for proactive content production. Create a robust, well defined production process that gets information to intended audiences with sufficient lead time.
Be a strong advocate for our employees by infusing the employee perspective into all major projects, programs and rollouts, always improving the employee experience along the way.
Assist with communications-related projects, programs and rollouts that Contact Center Supervisors are working on, taking direction and coordination from the Communications Lead.
Implement and execute the company communications strategy under the direction of the Communications Supervisor.
Maintain a two-way communications system that conveys information and updates both to and from the Contact Center Teams, in a proactive and timely manner.
Launches/Rollouts - Collaborate with business partners to ensure two-way communication is occurring. Communicate information on launches, reviewing with a Contact Center perspective, and ensuring the launch/rollout efforts are aligned with Contact Center Leadership before launching. Incorporate Contact Center verbiage, driven to explain the why behind the initiatives, and how best to interact with customers when launching new projects.
Daily Updates - Keeping the teams apprised of what is to be expected for the day. Latest Promos, what they should say about them, and how to say it. Create quizzes to review retention of information and as a reinforcement tool. Develop creative retention tools and programs, such as scavenger hunts, with knowledge management platforms. Pivot with real time communications when calls spike with unexpected drivers by quickly hunting down updates, legal verbiage or leader approval, and publishing with rapid execution.
Department Meeting Consistency - Develop content for the weekly Contact Center team meetings to keep messaging aligned and consistent. Providing content to ensure updates throughout the week are reviewed, and info is reviewed to prepare Advisors for the upcoming week.
Reinforce and communicate monthly themes as established by the Communications Supervisor.
Develop relationships with Contact Center Supervisor staff to keep interdepartmental lines of communication open.
Compliance & Knowledge Management
Knowledge Management Maintenance and Updates - Ensure all knowledge management system documents are accurate, convenient to find, and easy to read while on calls. Evaluate usage reporting in the company knowledge management system and with Supervisors to target what subjects need additional communication or training. Update search tags based on knowledge management system analytics and data. Send Knowledge Alerts to the Contact Center, and track readership reporting for Supervisors so they can coach to it.
Review policy and procedure documentation to ensure the accuracy and integrity of the knowledge management system for all updated Contact Center procedures. Work with subject matter experts to update documentation when necessary.
Proactively seek out changes and updates related to compliance.
Keep the Contact Center policies and procedures up to date based on departmental changes.
Proactively communicate any conflicts or issues related to procedures.
Communicate compliance updates between the Contact Center and Legal team.
Serve as the go-to resource for any changes made in the business.
Skills/Abilities and Education Requirements:
1+ years of Communications experience or related fields required.
BA in communications or related field preferred.
Enthusiastic, organized and highly detail-oriented.
Exceptional written and oral communication skills.
Exemplary copywriting, editing and proofreading skills.
Experience with public speaking preferred.
Ability to be extremely pliable on a moment’s notice.
Superior knowledge of Slack, Salesforce, and G-Suite.
Experience working with knowledge management systems/software.
Excellent interpersonal skills with the ability to communicate effectively with other departments, outside vendors, and associates of all levels.
Ability to present information using a variety of techniques and media.
Exceptional organizational and time management skills.
Demonstrated ability to be self-motivated, self-directed and work independently.
Demonstrates the Core Values of Delta Defense, LLC.
About Delta Defense, LLC
Delta Defense, LLC is the private company that provides Marketing, Operations and Customer Care for the USCCA. The USCCA helps responsible Americans avoid danger, save lives and keep their families safe.
We're one of the fastest-growing companies in America and a favorite workplace in SE Wisconsin.
Named on Inc. 5000 Fastest-Growing Private Companies List 8 years in a row
#1 Milwaukee Journal Sentinel Top Workplace
#1 Milwaukee Business Journal Best Place to Work
We are a fun, fast-paced and rewarding place to work and grow!
We hire rockstars, and help them rock even harder!