Customer Support Manager: Scale Operations & Experience

Tyro Payments Limited; Sydney; Hybride; AUD 120 000 - 150 000; Plein temps

Avantages offerts par ce poste

A mix of in-office and remote working

Learning and career development

18 weeks paid primary carers leave

12 weeks paid secondary carers leave

Annual team-based volunteer day

Birthday Leave

Power Up Day

Weekly team social events, snacks, etc

Taco Tuesdays

Mental health and wellness initiatives

Novated leasing

Résumé du poste

Tyro Payments Limited seeks a Customer Support Manager – Contact Centre to lead the performance and day-to-day operations of Tyro's core Customer Support team, while driving strategy, culture and continuous improvement of our service environment.

You'll build a high-performing, engaged team in collaboration with leaders across Customer Excellence and Strategic Accounts to deliver an exceptional customer experience and scalable support models.

Qualifications

• Proven experience leading and managing high-performing Customer Support teams in a fast-paced, high-volume contact centre environment.
• Strong people leadership skills, with a track record of coaching, developing and motivating teams and leaders to deliver exceptional customer experiences.
• Solid understanding of contact centre operations, workforce management and performance metrics, including CSAT, FCR, AHT, occupancy and adherence.
• Experience driving operational improvements, streamlining processes and implementing initiatives that improve efficiency, productivity and customer satisfaction.
• A strategic mindset combined with a hands-on leadership approach, with the ability to balance day-to-day operational priorities with longer-term business objectives.
• Experience managing workforce capacity, resource planning, budgets and headcount to support business performance and growth.
• Confidence using data, reporting and performance insights to identify opportunities, make informed decisions and drive continuous improvement.
• Experience implementing new technologies, digital tools or multichannel support solutions to enhance the customer and employee experience.
• Strong stakeholder management and communication skills, with the ability to collaborate across teams, influence outcomes and drive positive change.
• A people-first leadership style, with a passion for building an inclusive, engaged and high-performing team culture.
• Sound understanding of operational risk, compliance and customer data protection within a customer service environment.
• Adaptability and resilience, with the ability to lead teams through change while maintaining service quality and employee engagement.

Responsabilités

• 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
• 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

Connaissances

People leadership

Customer support

Workforce management

Data-driven

Stakeholder management

Multichannel

Strategy

Outils

CRM systems

Description du poste

Tyro Payments Limited seeks a Customer Support Manager – Contact Centre to lead the performance and day-to-day operations of Tyro's core Customer Support team, while driving strategy, culture and continuous improvement of our service environment.

You'll build a high-performing, engaged team in collaboration with leaders across Customer Excellence and Strategic Accounts to deliver an exceptional customer experience and scalable support models.