At Bionic, we’re making life radically easier for small business owners. We’re building a one-stop shop for business essentials that’s powered by smart technology and world class human service giving them an experience so good that they trust Bionic to sort all their business needs for them.

ESSENTIAL SKILLS & EXPERIENCE REQUIRED

• Good level of experience in a knowledge management/content and training role within a contact centre/sales environment
• Good understanding of workforce planning
• Good understanding of contact centre technologies including AI
• Proven management experience leading a multi-functional support team
• Proven stakeholder management
• Proven project management skills
• Familiarity with learning management tools
• Expert skills in power point and course creation
• Analytical skills

DESIRABLE SKILLS & EXPERIENCE

• Salesforce/AWS Connect
• Product Management knowledge
• Digital Channel shift – moving customers from voice to digital sales/service channels

THE ROLE

As the Senior Business Operations Manager within our Business Excellence team, you’ll be responsible for the oversight of the workforce planning, intelligent operations, and training and knowledge management functions within Bionic. You’ll also be responsible for key areas within Bionics transformation, across the adoption of technology in workforce and digital management and ensuring our people continue to have industry leading training & knowledge content.

WHAT YOU’LL BE DOING

Reporting to the Head of Business Excellence, you’ll be:

• Accountable for the workforce planning strategy via the Workforce Management Lead inclusive but not limited to forecast development, budget, demand management, intraday and resourcing
• The business owner of Bionics’ Contact Centre vision enabling Bionic to maximise benefit realisation from our current and future tech/digital investments
• Managing and creating benefit cases across the functions
• Leading the implementation of the Bionic Knowledge Management System, including configuration, content deployment, user administration and roadmap via the Knowledge Management Lead
• Accountable for the delivery of high-quality knowledge articles (agent & customer facing) that prioritise accuracy, clarity and accessibility as well as alignment with brand standards
• Responsible for the Bionic Sales/Service training team, to ensure onboarding and continuous training and development of our agent teams, along with supporting the developing and adoption of our Learning Management System.