**Position Description & Responsibilities** **Job Title** Training and Knowledge Analyst **Department:** Information Technology **Division:** IT Operations **Reports To** (Title): Director, Enterprise Contact Center **Date Written:** 03/06/2023 **Date Revised:** 08/26/2025 **Exempt / Non-exempt:** Exempt **Direct Reports:** No **Summary of Position (Job Purpose)** The Training and Knowledge Analyst is responsible for leading the development of the support services training and knowledge for all lines of business supported by the Enterprise Contact Center. This includes Store Technical Support, Customer Support and Associate Support. The Training and Knowledge Analyst will collaborate with the Enterprise Contact Center vendor partner to develop materials to support all lines of business. This analyst will work closely with the internal support teams and call quality assurance teams to ensure the most up to date procedures and knowledge available to all levels of Enterprise Contract Center support. **Principal Duties and Responsibilities** **Position Requirements** + Ten percent travel may be required **Minimum Requirements/Qualifications** Education: ·Bachelor’s degree or 4+ equivalent years of related work experience preferred. Experience: + Minimum 3+ years professional contact center experience + Experience training level one and level 2 contact centers associates + Team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment. + Excellent collaborator and team builder + Strong history of delivering initiatives in a timely manner. **Desired Qualifications** + 3+ years of retail operations/standard operations procedures + 2+ years of Point-of-Sale troubleshooting experience + 4+ years of technical support experience + Experience with ServiceNow and/or other ticketing-based applications + Critical incident management and process experience + Management and executive level communication experience (e.g., VP, Director) _This is not to be considered a complete list of job duties, as they may be amended or added to as needed._ Full time 500 Volvo Parkway,Chesapeake,Virginia 23320 IT Services Dollar Tree