Hybrid Customer Support Manager - Lead Exceptional Service

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

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