Agent Enablement & Vendor Operations Specialist

Overview: - Agent Enablement & Vendor Operations Specialist role at Super.com, focusing on supporting agent performance, managing vendor relationships, and optimizing operational workflows. - Role involves working across Travel & Fintech verticals, ensuring seamless support and driving business decisions through insights. Key Responsibilities: - Monitor agent performance and ensure adherence to SLAs, CSAT, and operational KPIs. - Facilitate coaching and development initiatives for agents, enhancing skills and customer interactions. - Handle escalated customer interactions, providing advanced troubleshooting and resolutions. - Implement process improvements to increase efficiency, reduce escalations, and improve customer satisfaction. - Conduct vendor audits, reviews, and operational evaluations to ensure BPO partners meet performance expectations. - Act as an escalation layer for high-priority cases, analyzing DSAT trends, and implementing proactive solutions. - Collaborate with internal teams to provide BPO feedback, drive process improvements, and enhance agent enablement. - Serve as a liaison between BPOs and internal stakeholders, aligning communication, training support, and process optimization with business needs. Requirements/Skills/Qualifications: - 2+ years of experience in vendor management, customer service enablement, or BPO operations. - Strong understanding of Fintech, Travel, or SaaS industry trends and customer expectations. - Experience analyzing performance metrics, QA frameworks, and training effectiveness for operational improvements. - Ability to problem-solve and implement process improvements through cross-functional collaboration. - Excellent written and verbal communication skills, with the ability to influence and drive change. - Bonus points for experience handling escalations, familiarity with knowledge management tools, understanding of BPO contracts and SLAs, and background in process improvement methodologies. Compensation & Benefits: - Salary range: $61,000 - $89,000 a year, dependent on experience. - Remote work flexibility, unlimited PTO, recharge days, travel discounts, weekly UberEats credit, annual company offsites. - Competitive salary packages, equity options, great benefits from day one, wellness budgets, personal and team-level development budgets. - Equal opportunity employer, values diversity, and offers accommodations on request for candidates taking part in the selection process.