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Operational Knowledge Base Lead (OKB)

Operational Knowledge Base Lead (OKB)

4 Weeks ago • 3 Years + • Operations

About the job

6 skills required for this role

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communication

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critical-thinking

cross-functional

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organisational-skills

Job Description

The Operational Knowledge Base (OKB) Lead at Super.com is responsible for creating, maintaining, and organizing all policy and procedure documentation for call center agents. This role involves developing a comprehensive knowledge base, designing and updating operational processes, creating how-to guides, SOPs, and FAQs, and collaborating with cross-functional teams (Operations, Training, Quality Assurance). The OKB Lead will set up scalable knowledge workflows, support training programs, continuously monitor and improve the knowledge management process, and report on key performance indicators (KPIs) such as usage frequency and resolution times. The goal is to empower agents to resolve customer issues efficiently and enhance customer satisfaction.

Must have:

3+ years OKB development in contact centers
Proven experience in process improvement and documentation
Strong organizational skills and attention to detail
Excellent communication and collaboration skills
Data-driven approach to process optimization

Good to have:

Familiarity with knowledge management systems
Experience in customer service or BPO environments

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About Super.com

We started Super.com to help maximize lives–both the lives of our customers and the lives of our employees– so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.

We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

About this team

As a OKB Lead you will be reporting into the Agent Enablement & Vendor Management team. Our Agent Enablement and Vendor Management team is a vital component of the Operations organization at Super.com. They focus on enhancing agent performance and processes, directing all operational activities from staffing and training to the completion of critical processes within BPO centers. This team also serves as the ultimate escalation point for unresolved agent issues, offering robust guidance and effective critical thinking to ensure seamless operations and agent success.

About this role

The Knowledge Base (OKB) Lead will play a critical role in ensuring that our call center agents have access to accurate, up-to-date operational knowledge bases (OKBs) and resources to deliver exceptional customer service. This individual will manage the creation, maintenance, and organization of all policy and procedure documentation, ensuring processes are clearly defined and easily accessible. You will be responsible for setting up successful workflows that empower agents to resolve customer issues efficiently, adhering to company policies, and enhancing customer satisfaction.

Challenges you'll solve

Knowledge Base Management: Lead the development and maintenance of a comprehensive knowledge base, ensuring that agents have access to clear, concise, and actionable content that aligns with Super.com’s operational policies and procedures.
Process Development: Work closely with cross-functional teams to design, document, and update operational processes, ensuring they are tailored to enable agent success in achieving policy and solving customer inquiries.
Content Creation & Maintenance: Create and curate “How To” guides, SOPs, FAQs, and troubleshooting documentation that reflect up-to-date policies and procedures. Ensure all knowledge articles are easily searchable and formatted for quick agent access.
Collaboration & Feedback: Partner with Operations, Training, and Quality Assurance teams to gather feedback and insights for continuous improvement of knowledge resources. Ensure that documentation reflects current operational realities.
Process Setup: Set up scalable knowledge workflows that allow agents to adapt to changing policies or new product launches. Ensure the agent-facing processes are logical, easy to follow, and contribute to improving key metrics like CSAT and TTR.
Training Support: Collaborate with training teams to incorporate knowledge resources into agent onboarding and ongoing training programs. Ensure the knowledge base is a core part of agent self-learning.
Continuous Improvement: Continuously monitor and improve the knowledge management process by collecting data on the use and effectiveness of the OKB, identifying gaps, and proposing solutions to enhance agent efficiency and customer satisfaction.
Metrics & Reporting: Track and report on the effectiveness of the knowledge base, using KPIs such as usage frequency, resolution times, and agent feedback to drive ongoing improvements.

About you

Minimum of 3 years of work experience in a OKB development role in a contact center environment,; operational documentation, or related roles, ideally within a fast-paced customer service or contact center environment.
Proven experience to create, direct, and improve operational processes and documentation.
Strong organizational techniques and attention to detail, with the experience to prioritize and maintain multiple projects effectively.
Familiarity with knowledge management systems and content organization tools.
Excellent communication skills, with an ability to collaborate effectively with cross-functional teams.
Ability to drive operational improvements through data-driven insights and process optimization.
Experience working in customer service or BPO environments.

We Believe in Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.

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