Operations Co-ordinator

Tullamarine, VIC

About us 

As a world-renowned audiobook publisher, Bolinda has created the highest quality audiobooks for more than 25 years. The company is credited worldwide for reinvigorating the audiobook category.

Bolinda digital is a leader in digital media, with our BorrowBox e-lending app now established as the #1 library solution in Australia and New Zealand, as well as the rest of the Commonwealth. BorrowBox allows institutions to provide eContent for their borrowers/members from the world’s top publishers.

Our company has revolutionised the way people access and consume books. Bolinda is a market leader and digital expert, created and staffed by a passionate crew of book lovers. We are now looking to add even more talented people to Bolinda’s energetic and accomplished team.

 

What you’ll be doing

This role involves working closely with and supporting our current Operations and Customer Service Manager in our physical operational business. 

If you are currently managing a Customer Service or Operational team, this role could be the next step up for you.

Your primary goal will be to effectively manage and coordinate the simultaneous operational needs of multiple departments by providing leadership and guidance to each team. You will keep a close eye on key performance indicators to ensure targets are met, to identify areas for improvement and where possible, to exceed the expected service levels of the business. You will ensure that all teams are informed, trained and armed with the necessary skills to deliver on the expected service levels of the business.

Your teams will include the Customer Service, Library Fulfilment, Value Added Services, Warehouse, Manufacturing and Audiobook Production teams. There is a wide variety of skills required in each of these departments.

Further to this you will assist with recruitment, offer HR support, administer and coordinate workloads and projects, manage inventory and be able to jump in and assist with team members’ duties on a ad-hoc basis as a contingency measure.

 

Performance Measures:

Analysis

Learn and undertake a system of analysing the performance of each team’s output and effectiveness. Analyse and stay abreast of workflow and potential roadblocks so as to act quickly where adjustments may be required.

These tasks will include:

  • Monitoring the daily output of your teams and measuring these against expected KPIs
  • Keeping informed about the content of incoming customer communications and report incidences of interest to the wider business

HR Management

Effectively employ a range of skills to ensure staff are engaged, productive and motivated by:

  • Mentoring team members 
  • Actively communicating with employees as a group and/or individually
  • Motivating the teams for high-quality performance output
  • Planning and administering ongoing training programmes
  • Managing staff leave and absences to cover resource needs

 Reporting

Monitor and report on KPIs and key information relevant to the development and performance of each team by:

  • Running and reviewing regular reports to track each department’s progress
  • Monitoring and reporting on communications with external customers and customer feedback
  • Providing relevant service and feedback to the wider business as required
  • Participating in special projects as required e.g. annual strategic planning

 

About You

  • You have previous experience in Operations and Customer Service. Publishing experience is not essential but will be favourably viewed 
  • You are a warm and effective communicator who understands how to develop, guide and lead people; how to get the best out of a team; and how to liaise with the wider business
  • You can multi-task and work hard in a high-pressure, fast-paced environment
  • You are highly driven, business-focused and goal-orientated
  • You are tech-savvy (advanced Excel skills are a must!)
  • You have strong analytical skills and solid problem-solving ability
  • You have extensive experience working independently, as well as in a team
  • You can demonstrate the ability to streamline processes to gain efficiencies
  • You create good relationships with external customers (freight forwarders, suppliers) and ensure supplies are consistently delivered on time in a cost-effective way
  • You understand HR requirements and processes for recruitment and performance management/development
  • You provide ongoing HR support to maintain a positive workplace culture.

 

Overall, our ideal candidate:

  • Is motivated, positive and a natural leader
  • has passion, energy and positivity 
  • is an expert in managing multiple departments
  • provides world-class customer service
  • possesses a drive to be the very best at everything they do
  • can multi-task and adapt to the needs of a changing marketplace
  • is well-organised, flexible and has a can-do attitude in every element of the role

 

Interested? 

If you think you’d be a great fit for this role, we’d love to hear from you! Please apply by sending your CV and a cover letter, letting us know why you stand out from the pack and what you can bring to Bolinda and this role. Applications without a cover letter will be discarded.

To apply via Seek click here.