Customer Support Manager – Contact Centre

Tyro Payments; Sydney; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

In-office and remote work

Learning and career development

18 weeks paid primary carers leave

12 weeks paid secondary carers leave

Annual team-based volunteer day

Birthday Leave

Novated leasing

Job summary

Tyro Payments is seeking a Customer Support Manager – Contact Centre to lead Tyro’s core Customer Support team and shape a scalable, high-performing operations model. You will partner with leaders across Customer Excellence and Strategic Accounts to drive exceptional service and continuous improvement across first- and second-level support.

You’ll focus on optimizing staffing, processes and technology to deliver a seamless customer experience while embedding Tyro’s values and culture in everyday

Qualifications

• 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, 7-day operating environment.
• Experience managing people leaders, including coaching, performance management and capability development.
• Understanding of workforce planning, rotating rosters and operational escalations.

Responsibilities

• Embed service differentiating initiatives to enable scale across the Customer Support teams.
• Drive KPI indicators (TCPH, ABN, GOS, AHT, CSat, FCR, Occupancy, Adherence).
• Deliver an authentic customer experience by reducing non-value-add calls.
• Review digital capabilities to improve efficiency and customer experience.
• Plan staffing and recruit for future capacity.
• Establish a scalable operating model with cross-skilling capabilities.
• On-board new telephone technology and establish a multi-channel experience.
• Roll out KPIs for frontline and leaders to drive performance and Tyro values.
• Maintain effective internal/external stakeholder relationships.

Skills

Contact centre management

People leadership

Workforce planning

Budgeting

Stakeholder management

Tools

WFM

Job description

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.

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.

About The Role

As our Customer Support Manager – Contact Centre you'll lead the performance and day-to-day operations of Tyro's core Customer Support team, while driving the strategy, culture and continuous improvement of our service environment. You'll play a key role in building a high-performing, engaged team that consistently delivers an exceptional customer experience.

Working closely with leaders across Customer Excellence and Strategic Accounts, you'll help shape an efficient, scalable support model that brings together first and second-level support. You'll focus on improving operational performance, streamlining processes, reducing call volumes and building a strong team culture that empowers our people to deliver outstanding service.

What You'll Do

• Embed the service differentiating initiatives to enable scale across the other Customer Support teams
• Focus driving the key indicators being; TCPH, ABN, GOS, AHT, CSat, FCR, Occupancy, Adherence and employee engagement
• Focus on delivering an authentic customer experience through reducing or eliminating non-value-add calls
• Constantly review digital capabilities to enhance efficiency and ultimately the customer experience
• Engaging workforce planning to understand future work capacity planning requirements and subsequent recruiting plan
• Establish a scalable operating model through delivering a sustainable cross skilling capability – build contingencies
• Work with the ‘Head-of’ to on-board the new telephone technology and establish an multi-channel experience for our merchants, improving both staff and customer satisfaction, productivity and building capacity in the current model
• 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 throughout the team, encourage feedback and customer insight in order to enhance the customer experience
• Identify, develop and implement opportunities to improve customer service performance
• Build a transparent environment through individual digital profiling
• Take ownership to reduce the silo mentality across ‘Customer’ through establishing outstanding innovative stakeholder partnership
• Building and maintaining effective internal and external stakeholder relationships
• Work with WFM to develop reporting that produces actionable insights for upper management and frontline leaders

Operational leadership; a hands-on approach

• Team performance standards that are measured and managed through daily, weekly, monthly and quarterly reporting and analysis with both quantitative and qualitative measures and targets.
• Ongoing enhancements of KPI’s as an accurate measure of performance
• Management of business units financials and budget planning including FTE plan and ensuring costs are managed in line with approved budgets

People leadership, training and development

• Recruit, retain, manage and motivate staff in line with approved headcounts and objectives as agreed
• Coach, Mentor and develop a high performing team by driving Tyro’s culture and desired behaviours across all teams
• 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

Risk Management

• Ensure day to day compliance requirements are met, as per Tyro’s guidelines, with particular emphasis on the protection of sensitive customer information
• Develop appropriate processes and controls to minimise Tyro’s overall risk
• Develop and deliver process and operational improvement initiatives as outlined in audit reports

Employee Engagement

• Highly participative and innovative thought leadership within Tyro, and capable of engaging, consulting and creating strong business relationships to drive tangible business outcomes
• Constructively promotes the Tyro values and ensures team members and peers are respectfully treated, diversity in the workplace is recognised and team and individual performance is appropriately recognised to ensure operational plans are over-achieved

What You'll Bring

• 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.

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 (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

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.