Contact Centre Team Leader

About the role

We are seeking an experienced Contact Centre Team Leader to lead a group of Strategic Accounts Specialists across Tyro’s EFTPOS, e‑commerce, banking, ISO and health product suite. The role focuses on people leadership, coaching and delivering exceptional customer outcomes.

Key responsibilities

• Lead, coach and develop a team of frontline specialists, driving capability uplift, engagement and high performance.
• Conduct quality assurance, call monitoring and performance reviews to ensure service excellence.
• Analyse performance data, call recordings and customer insights to identify skill gaps and implement targeted development plans.
• Collaborate with internal and external stakeholders on continuous‑improvement initiatives and digital innovation.
• Foster a culture of accountability, continuous improvement and customer advocacy.

Required profile

• Proven experience in leading contact‑centre teams and delivering measurable performance improvements.
• Strong passion for developing people through coaching, mentoring and capability building.
• Ability to use data‑driven insights to drive process enhancements and team development.
• Excellent communication and stakeholder‑management skills.

Required skills

What we offer

• Opportunity to work in a fast‑paced, innovative fintech environment.
• Collaborative culture with a focus on personal growth and career progression.
• Supportive leadership and access to development resources.