Contact Centre Trainer (1602263)

Letterkenny - Ireland

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Department:

Customer Service

Job Summary

Ifyou need support in completing the application or if yourequirea different format of this documentpleaseget in touch the subject line: Application Support Request.

Job Type: Permanent
Location: Letterkenny Co. Donegal; Onsite
Hours of Work:8hour rotation between 07:00 AM and 19:00PM.

Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre were proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber we foster a culture of continuous learning innovation and respect. Our people are at the heart of everything we do collaborating across teams geographies and disciplines to drive real change for clients around the world. Be part of something global grounded in Donegal.

Careers at TCS: It means more
TCS is a purpose-led transformation company built on belief. We do not just help businessesto transformthrough technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you it means more to make an impact that matters through challenging projects which demand ambitious innovation and thought leadership.

Delivering Real Learning Impact -Your training enables new and existing employees to develop the knowledge and confidence they need to excel across phone email and digital channelsdirectly supporting smooth operations consistent service quality and an exceptional customer experience.

Developing Strong Professional Capability -Designing and delivering training across callcenter servicecenter and administrative functions strengthens your ability to build others communication problemsolving andorganizationalskills ensuring the workforce is equipped for success in a modern service environment.

Being Part of a Collaborative Training Team -Join a supportive team of professional trainers and subjectmatter experts where knowledgesharing peer coaching and continuous improvement help you grow innovate and succeed while elevating the capability of the widerorganization.

The Role
This role will primarily be focussed on training delivery but someassistancemay berequiredfrom time to time for input into some design aspects of training material via the Training Leads. The role requires a combination ofstrong communicationskills in-depth knowledge of operational processes an eye for detail and desire to helpourteams to succeed by preparing them with the skills to willbe responsible formaintainingand delivering high-quality training delivery to help support employee growth and businessobjectivesacross various accounts and areas of financial services financialproductsand customer service. You will collaborate with various departments and accounts where necessary toidentifytraining needs and ensure continuous learning across the organisation.

In this role you will be a part of a strong collaborative team of over 100 professionals working together to deliver exceptional support. This position includes rotational shifts scheduled on an8hourrotation between 07:00 AM and 19:00 PM Monday- Friday.

Yourresponsibilities:

Facilitate training sessions for employees including new hires product/process changes and ongoing skill development programs;

Conduct in-person andteamstraining sessions and workshops delivering training to accommodate diverse learning styles and preferences;

Provide constructive feedback to learnersregardingtheir development and to the Ops team on the progress of individuals during training;

Collaborate with stakeholders toidentifytraining needs andobjectives;

Assess the effectiveness of training programs through evaluation methods such as quizzes simulations and feedback surveys;

Analyzetraining data and performance metrics toidentifyareas for improvement and make recommendations for program enhancements;

Continuously review and update/request updates to training materials to ensure accuracy and relevance;

Activelyparticipatein team meetings and contribute ideas for improving operational efficiency and effectiveness;

Maintain detailed records of training activities including attendance evaluations and training completion status;

Communicate training results and recommendations to relevant stakeholders and management;

Conduct regular call coaching sessions to improve agent performance enhance customer experience and ensure adherence to quality standards.

Your Profile
Essentialskills/knowledge/experience:

Experience and Background -At least 2 yearsof experiencein a similar role.

Business and Financial Awareness -General business and financial awareness

Regulatory and ComplianceKnowledge-ofcurrent Protection Act Compliance and FCA good knowledge and understanding of Vulnerable Customers guidelines and Consumer Dutyregulationsand how they relate to all aspects of Customer Service.

Training Design and Delivery -Previousexperience in creating training plans for new and existing employees supporting productlaunchesor refresh training whenrequired.

Demonstrated ability to deliver effective call coaching -includinganalyzingcall quality providing constructive feedback supporting agent development and driving continuous improvement in customer experience and performance outcomes.

Communication and Presentation Skills -Excellent communication and presentation skills

Technical and System Proficiency -Good system knowledge or ability to learn these quickly

Time Management and Organization -Demonstratesstrong ability to prioritize tasks manage competing deadlines andmaintainexceptional organization in a fastpaced training environment ensuring all learning activities are delivered efficiently and to a high standard.

Inter-personal skillsandProfessionalConduct -Mustdemonstratea supportive solutionsfocused approach with the ability to deliver training effectively under pressure and manage tight deadlines within a collaborative team environment. Must handle sensitive or confidential information with discretion. Should be selfmotivated and proactive consistently going beyond standard expectations with a strong attention to detail a resultsdriven mindset and the ability to remain calm and composed when facing challenges or uncertainty

Operational Understanding and Process Adherence -Must have the ability to follow understand and apply operational processes and procedures ensuring training delivery aligns withorganizationalstandards and compliance requirements.

Desirableskills/knowledge/experience:

Understanding ofLife & Pensions Products -Familiarity with life assurance pensions annuities protection products claims processes or policy servicing workflows.

Exposure to CallCentre Operations -Awareness of callhandlingmetrics (AHT QA scoring adherence) customer journey mapping and frontline customer service challenges.

OnboardingProgramDevelopment -Experience designing structured onboarding for new hires including system walkthroughs process simulations and softskills modules.

Competence in ScenarioBased Training -Ability to create realistic Life & Pensions scenarios (e.g. claims calls retirement queries bereavement processes) to improve learner readiness.

Experience Managing Large Training Groups -Confidencefacilitatinginduction classes with mixed experience levelscommon in callcenterrecruitment waves.

Rewards & Benefits
TCS is consistentlyvoteda Top Employer in the UK and globally. Our competitive salary packages feature pension health care life assurancelaptopandaccess to extensive training resources and discounts within the larger Tata network.
We offer health & wellness initiatives and sportsevents;we are the proud sponsor of the London Marathonand partner with our local communities in Ireland.

Diversity Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individualsin accordance withthe Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).

We welcome and embrace diversity in race nationality ethnicity disability neurodiversity gender identity age physical ability gender reassignment sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer we offer an interview to applicants with disabilities or long-term conditions who meet theminimumcriteria for the role. Please email us you would like to opt in.

If you are an applicant who needs any adjustments to the application process or interview please contact the subject line: Adjustment Request oremail to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

Beware of Fraudulent offers
This is tonotify youthat TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail Yahoo Mail and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker beware of fraudulent recruitment activity and protect your interests! You can write report any fraudulent activity.

Due tothe highvolume of applications we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days then it should bedeemedunsuccessful on this occasion.

Join us and do more of what matters. Apply online now.

Required Experience:

Delivering Real Learning Impact -Your training enables new and existing employees to develop the knowledge and confidence they need to excel across phone email and digital channelsdirectly supporting smooth operations consistent service quality and an exceptional customer experience.

Developing Strong Professional Capability -Designing and delivering training across callcenter servicecenter and administrative functions strengthens your ability to build others communication problemsolving andorganizationalskills ensuring the workforce is equipped for success in a modern service environment.

Being Part of a Collaborative Training Team -Join a supportive team of professional trainers and subjectmatter experts where knowledgesharing peer coaching and continuous improvement help you grow innovate and succeed while elevating the capability of the widerorganization.

Facilitate training sessions for employees including new hires product/process changes and ongoing skill development programs;

Conduct in-person andteamstraining sessions and workshops delivering training to accommodate diverse learning styles and preferences;

Provide constructive feedback to learnersregardingtheir development and to the Ops team on the progress of individuals during training;

Collaborate with stakeholders toidentifytraining needs andobjectives;

Assess the effectiveness of training programs through evaluation methods such as quizzes simulations and feedback surveys;

Analyzetraining data and performance metrics toidentifyareas for improvement and make recommendations for program enhancements;

Continuously review and update/request updates to training materials to ensure accuracy and relevance;

Activelyparticipatein team meetings and contribute ideas for improving operational efficiency and effectiveness;

Maintain detailed records of training activities including attendance evaluations and training completion status;

Communicate training results and recommendations to relevant stakeholders and management;

Conduct regular call coaching sessions to improve agent performance enhance customer experience and ensure adherence to quality standards.

Your Profile
Essentialskills/knowledge/experience:

Experience and Background -At least 2 yearsof experiencein a similar role.

Business and Financial Awareness -General business and financial awareness

Regulatory and ComplianceKnowledge-ofcurrent Protection Act Compliance and FCA good knowledge and understanding of Vulnerable Customers guidelines and Consumer Dutyregulationsand how they relate to all aspects of Customer Service.

Training Design and Delivery -Previousexperience in creating training plans for new and existing employees supporting productlaunchesor refresh training whenrequired.

Demonstrated ability to deliver effective call coaching -includinganalyzingcall quality providing constructive feedback supporting agent development and driving continuous improvement in customer experience and performance outcomes.

Communication and Presentation Skills -Excellent communication and presentation skills

Technical and System Proficiency -Good system knowledge or ability to learn these quickly

Time Management and Organization -Demonstratesstrong ability to prioritize tasks manage competing deadlines andmaintainexceptional organization in a fastpaced training environment ensuring all learning activities are delivered efficiently and to a high standard.

Inter-personal skillsandProfessionalConduct -Mustdemonstratea supportive solutionsfocused approach with the ability to deliver training effectively under pressure and manage tight deadlines within a collaborative team environment. Must handle sensitive or confidential information with discretion. Should be selfmotivated and proactive consistently going beyond standard expectations with a strong attention to detail a resultsdriven mindset and the ability to remain calm and composed when facing challenges or uncertainty

Operational Understanding and Process Adherence -Must have the ability to follow understand and apply operational processes and procedures ensuring training delivery aligns withorganizationalstandards and compliance requirements.

Desirableskills/knowledge/experience:

Understanding ofLife & Pensions Products -Familiarity with life assurance pensions annuities protection products claims processes or policy servicing workflows.

Exposure to CallCentre Operations -Awareness of callhandlingmetrics (AHT QA scoring adherence) customer journey mapping and frontline customer service challenges.

OnboardingProgramDevelopment -Experience designing structured onboarding for new hires including system walkthroughs process simulations and softskills modules.

Competence in ScenarioBased Training -Ability to create realistic Life & Pensions scenarios (e.g. claims calls retirement queries bereavement processes) to improve learner readiness.

Experience Managing Large Training Groups -Confidencefacilitatinginduction classes with mixed experience levelscommon in callcenterrecruitment waves.

Required Experience:

Key Skills

Performance Testing
Organizational skills
Classroom Experience
Learning Technology
Instructional Design
Customer Support
IT Service Management
LMS
Software Testing
Training & Development
Adobe Captivate
Public Speaking

Apply Now

About Company

Tata Consultancy Services

We strongly believe global challenges need global solutions. We are continually engaging with our employees, clients, partners, public institutions, and community organisations across the world to step up and rise to the occasion. We are #OneTCS. A part of the Tata group, India's lar ... View more

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