Position Purpose:

The Communications Specialist provides project planning, support and coordination for developing, launching and maintaining a comprehensive unit-wide employee communications program. The communications Specialist is also responsible for updating and managing Customer Care Knowledge Base Portal and as well as coordinating associate events. Develops and maintains weekly communication efforts; keeps the approach and information fresh with new ideas for delivery modes and content ideas. Partners with the Quality and Learning teams to develop and manage Care University on Demand.
Major Tasks, Responsibilities and Key Accountabilities:
Develops, maintains and delivers comprehensive communications for internal business partners and executes plans effectively.

Develops, writes and edits various communication materials including correspondences, newsletters, brochures, and articles. Publishes internal interviews and stories about company products, culture, business strategy, corporate social responsibility efforts, and company initiatives and unit performance.

Creates and updates content for the Knowledge Base, including document creation, defining metadata for search, creating content inventories, repairing broken links, and effectively managing expiring content.

Proactively solicits editorial content and recognizes opportunities to communicate to associates. Uses sound editorial judgment to determine newsworthy content and ensures respective messaging is aligned with Corporate Communications and resonant with associates at all levels.

Plans internal and community events including rewards and recognition programs, incentive contests and community partnership events.

Develops a strong working knowledge of the contact center business, product lines, and operations. Partners with internal groups (including the other HD contact centers) to understand communication needs. Builds and maintains strong relationships with business partners and leaders and provides guidance on communication procedure
Nature and Scope
Position reports to Sr. Manager of Learning and Development.
Environmental Job Requirements
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications
Must be eighteen years of age or older. Must pass the Drug Test.
Must pass Background Check.
Must pass pre-employment test if applicable.
Education Required - The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience - 2
Physical Job Requirements - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications
2-3 years of editorial and business communications experience
Bachelor's degree in Journalism or Communication
Proficiency in MS Publisher and Microsoft Office, particularly Powerpoint and Word
Experience with tools such as Photoshop , Adobe Captivate, Instructional Design software, and gamification best practices
Experience designing web based learning activities and programs with an emphasis on game based learning and short segmented learning applications
Ability to lead committees and teams of hourly associates.
Call center experience a plus
Knowledge, Skills, Abilities and Competencies
Superior written and verbal communication, proofreading and editorial skills. Proven writing proficiency, including excellent grammar and composition skills. Strong interpersonal skills and ability to communicate effectively with a wide range of people and communities. Previous experience and ability to confidently interact with executives and provide advice on their communications that reflects an understanding of their business and leadership style.
Excellent computer skills including MS Office Suite (Word, Excel, PowerPoint, Photoshop, Flash, etc.) and experience designing, managing and updating SharePoint content.
Strong project management skills including attention to detail, timelines and budget, and ability to prioritize tasks/initiatives to be consistent with organizational vision and business objectives.