Overview

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

Note: This description is reformatted for clarity and compliance with the requested structure.

Responsibilities

• Accountable for the workforce planning strategy via the Workforce Management Lead, including forecast development, budget, demand management, intraday and resourcing.
• The business owner of Bionic's Contact Centre vision, enabling maximum benefit realisation from 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) prioritising accuracy, clarity and accessibility, aligned with brand standards.
• Responsible for the Bionic Sales/Service training team, ensuring onboarding and ongoing training and development of agent teams, and supporting the development and adoption of the Learning Management System.
• 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 PowerPoint and course creation.
• Analytical skills.

Qualifications

• Desirable skills & experience: Salesforce/AWS Connect.
• Product Management knowledge.
• Digital channel shift – moving customers from voice to digital sales/service channels.

About Bionic Group

Bionic has over 630 people working across three office locations and four businesses; Bionic - London, Bionic Outbound - Luton, Think Business Loans - Chelmsford, and Smart - Field-based agents. We have a high-energy work environment with passion, collaboration, creativity and teamwork. We set the highest standards and show up every day to be the best version of ourselves. Working at Bionic offers opportunities to advance your career with progression, recognition and reward.

Benefits

• Enhance your health & wellbeing
• Private healthcare cover
• Employee Assistance Programme, including virtual GP service, priority physio & talking therapies
• Eyecare scheme
• 25 days annual leave plus 8 UK bank holidays, increasing with tenure
• 1 paid family/religious day of leave per year (after probation)
• 1 paid charity volunteering day per year
• Option to buy/sell up to 3 additional days of leave per year
• Enhanced maternity, paternity or shared parental leave
• 2 days off for your wedding upon joining, and up to 5 days after 2 years’ service
• Flexible working options & a hybrid work approach
• Auto-enrolled salary sacrifice pension scheme
• Life assurance
• Season ticket loans, salary advances & loans to buy/rent a home (tenure-based)
• Cycle to work scheme
• Highflyers incentive, VIP experience for high performers
• Company summer & Christmas party celebrations, recognition and awards
• Long service awards