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.
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.
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.