Contact Centre Team Leader

Strategic Accounts Team Leader Why Tyro? At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 76,000 merchants across Australia and to work with almost 800 partners to create seamless experiences for hospitality, retail, services and health providers. It starts with You. Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together! We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands-on experience, further your career, and help unleash the potential of our customers, one payment at a time. 🎥 Step inside life at Tyro here . About the role The Strategic Accounts Team Leader is responsible for leading and developing a team of Strategic Accounts Specialists across Tyro’s EFTPOS, eCommerce, Banking, ISO relationships, and Health product suite. In this role, you’ll empower your team to deliver a best-in-class customer experience through hands-on coaching, mentoring, and capability uplift, helping customers grow their businesses while ensuring seamless onboarding in partnership with New Business Sales teams.With around 80% of the role focused on coaching and capability development, you’ll use call monitoring, performance analysis, and targeted training to identify skill gaps, improve processes, and lift both individual and team performance. Working closely with internal and external stakeholders, you’ll contribute to continuous improvement, digital innovation, and a high-performance culture that puts customers at the centre of everything we do. What you'll do Review all performance metrics, reports, and calls to uncover knowledge and soft skill gaps. Regular agent coaching to uplift the performance and capability of the team. Facilitate team meetings / training sessions to address key areas of focus at an individual or team level. Provide a point of contact for and take accountability of client escalations to support our clients. Consistent review of broader team metrics against set targets and put plans in place to address any gaps identified. Work closely with the Customer Support Manager on tasks required to build a cross functional TACT team. Ensure team performance metrics are met or exceeded. What you'll bring Demonstrated people leadership ability. Excellent time management and organisational skill. Tele-sales or Tele-marketing, Call-Centre experience (inbound or outbound) preferably in payments, Banking/Finance, Retail or Hospitality. Problem solving & customer needs analysis. Excellent Verbal and written Communication skills. Excellent troubleshooting skills in both technical and service fields. What’s in it for you? We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here. You’ll also receive: A mix of in-office and remote working Learning and career development opportunities 16 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 Tyro is committed to a diverse, inclusive workplace where everyone thrives. We welcome applicants of all backgrounds and are an equal opportunity employer. If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them. Still with us? If you’ve got this far, then you might just be a great fit for us. Don’t tick all the boxes above? That’s ok, apply anyway and our Talent team will review your profile - you might be a fit for future roles. #LI-Hybrid Department Growth Role Customer Support Locations Sydney Remote status Hybrid