About the role
We're looking for an experienced Contact Centre Team Leader who is passionate about developing people, driving performance, and delivering exceptional customer outcomes. Leading a team of Strategic Accounts Specialists across Tyro's EFTPOS, eCommerce, Banking, ISO relationships, and Health product suite, you'll play a key role in building a high‐performing, customer‐focused team through hands‐on coaching, mentoring, and capability development. With approximately 80% of your time focused on people leadership, you'll be responsible for driving team performance through coaching, capability uplift, quality assurance, call monitoring, customer advocacy, and performance management. You'll create a culture of accountability, continuous improvement, and customer service excellence, helping your team deliver outstanding experiences while supporting customers to grow their businesses. Using performance data, call reviews, and customer insights, you'll identify skill gaps, improve processes, and implement targeted development plans that lift both individual and team performance. Working closely with internal and external stakeholders, you'll contribute to continuous improvement initiatives, digital innovation, and a collaborative culture that puts customers at the centre of everything we do.
What you'll do
* Lead, coach and develop a team of frontline customer‐facing specialists, driving capability uplift, engagement, accountability and high performance.
* Review team performance metrics, quality assurance outcomes and customer interactions to identify coaching opportunities, skill gaps and areas for improvement.
* Deliver regular coaching sessions, team meetings and training initiatives to improve individual and team performance.
* Monitor performance against key service and operational targets, implementing action plans to address gaps and ensure team objectives are achieved.
* Act as an escalation point for customer issues, providing leadership support and advocacy to deliver positive customer outcomes.
* Partner closely with the Customer Support Manager and broader business stakeholders to support cross‐functional initiatives, process improvements and team development.
* Foster a culture of continuous improvement, customer service excellence and operational effectiveness across the team.
What you'll bring
* Demonstrated experience leading and developing teams within a contact centre, customer service, telesales, telemarketing, or customer support environment.
* Strong people leadership capability, including coaching, performance management, quality assurance, call monitoring, capability development, and employee engagement.
* Experience managing teams against operational and customer‐focused KPIs, including service levels, quality metrics, productivity measures, and customer outcomes.
* Demonstrated experience holding team members accountable to performance expectations, including managing performance improvement plans, difficult performance conversations, and capability uplift initiatives.
* Contact centre experience (inbound and/or outbound), ideally within payments, banking, financial services, retail, hospitality, telecommunications or other customer‐focused industries.
* Strong problem‐solving, troubleshooting, and customer needs analysis skills, with the ability to support teams through complex customer scenarios and escalations.
* Excellent verbal and written communication skills, with the ability to provide clear coaching, feedback, and stakeholder communication.
* Strong organisational and time‐management skills, with the ability to manage competing priorities in a fast‐paced environment.
* A passion for customer service excellence, continuous improvement, and developing high‐performing teams.
What's in it for you?
* 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, 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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