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.
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.
* 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.
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