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About the Role

Lead the performance and day-to-day operations of Tyro's core Customer Support team, driving strategy, culture, and continuous improvement to build a high-performing, engaged team that consistently delivers exceptional customer experiences.

Responsibilities

Embed service differentiating initiatives to enable scale across other Customer Support teams.
Focus on driving key indicators: TCPH, ABN, GOS, AHT, CSat, FCR, Occupancy, Adherence, and employee engagement.
Deliver an authentic customer experience by reducing or eliminating non-value-add calls.
Constantly review digital capabilities to enhance efficiency and customer experience.
Engage in workforce planning to understand future work capacity and subsequent recruiting needs.
Establish a scalable operating model through delivering sustainable cross-skilling capability and building contingencies.
Work with the ‘Head-of’ to on-board new telephone technology and establish a multi-channel experience for merchants, improving satisfaction, productivity, and capacity.
Roll out and embed key performance indicators for frontline and leaders to drive performance, quality, Tyro Values, and customer experience.
Ensure effective and consistent communication, encourage feedback and customer insight to enhance the customer experience.
Identify, develop, and implement opportunities to improve customer service performance.
Build a transparent environment through individual digital profiling.
Reduce silo mentality across ‘Customer’ through establishing outstanding innovative stakeholder partnerships.
Build and maintain effective internal and external stakeholder relationships.
Work with WFM to develop reporting that produces actionable insights for upper management and frontline leaders.
Provide operational leadership with a hands-on approach.
Manage team performance standards through daily, weekly, monthly, and quarterly reporting and analysis with quantitative and qualitative measures and targets.
Implement ongoing enhancements of KPIs as an accurate measure of performance.
Manage business unit financials and budget planning, including FTE plans, ensuring costs are managed within approved budgets.
Lead people, training, and development.
Recruit, retain, manage, and motivate staff in line with approved headcounts and objectives.
Coach, mentor, and develop a high-performing team by driving Tyro’s culture and desired behaviours.
Continue to establish a high-performing leadership team to embed a best-in-industry customer experience.
Manage the impact of change across the Customer Support team to ensure minimal customer impact.
Establish cross-sell capability through a customer education mindset.
Ensure day-to-day compliance requirements are met as per Tyro’s guidelines, with emphasis on protecting sensitive customer information.
Develop appropriate processes and controls to minimize Tyro’s overall risk.
Develop and deliver process and operational improvement initiatives as outlined in audit reports.
Provide highly participative and innovative thought leadership within Tyro, capable of engaging, consulting, and creating strong business relationships to drive tangible business outcomes.
Constructively promote Tyro values, ensure respectful treatment of team members and peers, recognize diversity, and appropriately recognize team and individual performance to over-achieve operational plans.

Requirements

Minimum 2 years' experience in a contact centre management role.
Experience managing a contact centre of at least 70 seats.
Strong operational background in inbound customer support within a high-volume, seven-day operating environment.
Experience managing people leaders, including coaching, performance management, and capability development.
Understanding of workforce planning, rotating rosters, after-hours support, and operational escalations.

Skills

Performance Management
Customer Support
Contact Centre Operations
Team Leadership
Workforce Planning
Process Improvement
Stakeholder Management
Risk Management
Budget Management
Coaching
Mentoring
Cross-skilling
Digital Capabilities Enhancement

Location

Australia

Work Type

Hybrid
Full-time

Experience Level

Minimum 2 years' experience in a contact centre management role
Experience managing a contact centre of at least 70 seats

Benefits

Mix of in-office and remote working (3 days in the office)
Learning and career development opportunities
18 weeks paid primary carers leave
12 weeks paid secondary carers leave
Annual team-based volunteer day
Birthday Leave
Power Up Day (Additional day of leave)
Weekly team social events, snacks, craft beer and wine, ping pong and video games
Taco Tuesdays
Mental health and wellness initiatives
Novated leasing

About the Company

Tyro provides integrated payments, banking, and lending solutions to ensure Australian business success.
With over 21 years of experience, Tyro combines people, technology, and partners to deliver simplified payments and seamless business banking.
Tyro powers over 76,000 merchants and works with almost 800 partners across hospitality, retail, services, and health sectors.
Tyro is committed to the success of its people, offering support for professional growth in a collaborative, fast-paced, and innovative environment.
Tyro's values include committing to greatness, staying hungry, wowing the customer, being good, and winning together.
Tyro offers opportunities for career advancement and the chance to make a significant impact.

Equal Opportunity

Tyro is committed to a diverse, inclusive workplace where everyone thrives.
Tyro welcomes applicants of all backgrounds and is an equal opportunity employer.
Accommodations or adjustments can be requested during the recruitment process.