Contact Centre Team Lead (1602262)

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

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 Operational Impact -As a Team Lead you empower consultants with the support feedback and daily guidance they need to deliveraccurate compliant and confident Life & Pensions customer service across phone email and digital channelsdriving smooth operations consistent service quality and an exceptional customer experience.

• Developing Strong Team Capability -By coaching mentoring and supporting consultants in communication problemsolving product knowledge and regulatory understanding you help build a highperforming team equipped to succeed in a complex and evolving Life & Pensions environment.

• Leading Through Collaboration and Support -You play an active role within a collaborative leadership groupworking closely with Quality Training and Operations partners to share insights improve processes strengthen team performance and contribute to a positive supportive culture across the widerorganization.

The Role
TheContact Centre Team Leadis responsible formanaging the daytoday performance and development of a team of Contact Centre Consultants handling Life and Pensions queries. This role ensures the delivery of highquality customer service compliance with regulatory requirements and achievement of operational targets. The Team Lead provides coaching guidance and support to consultants monitors call quality and service levels and acts as an escalation point for complex customer enquiries within the Life & Pensions product range. They work closely with Quality Training and Operational leadership to drive continuous improvementmaintainproduct knowledge standards and ensureaccurateand compliant handling of customer interactions. The Team Lead also contributes to workforce planning performance reviews and ensures the team consistently meets SLA KPI and customerexperience expectations.

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 an 8hour rotation between 07:00 AM and 19:00 PM Monday- Friday.

Yourresponsibilities:

• Lead motivate and support a team of consultants to ensure consistent delivery of highquality customer service.

• Monitor individual and team performance dailyensuring thatSLA and KPI targets are for process improvements to enhance service quality and team efficiency.

• Provide structured coaching and feedback to develop consultant skills knowledge and training for new hires and existing team members byidentifyingskill gaps arranging requiredcoachingor training and ensuring all training activities are accurately recorded.

• Act as a point of escalation for complex or sensitive customer enquiries ensuringtimelyand compliant resolution.

• Manage workflow schedule adherence and resource allocation tomaintainoperational efficiency.

• Conduct regular quality reviews and performance discussions toidentifyimprovement areas.

• Support training initiatives by reinforcing learning coaching newhires and embedding best practices.

• Ensure compliance with all regulatory requirements internal policies and customerprotection standards.

• Collaborate with crossfunctional teams to escalate issues share insights and contribute to process improvements.

• Foster a positive supportive team culture that promotes open communication engagement and customerfocusedbehaviors.

Your Profile
Essentialskills/knowledge/experience:

• Proven peoplemanagement and leadership experienceminimumtwoyears experience includingthe ability to inspire motivate and guide a team toward meeting performance quality andbehavioral standards.

• Experience working in a callcenter or customerservice environment -ideally within Life & Pensions or financialservices operations with a strong understanding of frontline challenges.

• Exceptional communication skills (verbal and written) -enabling clear instruction effective performance conversations and professional handling of escalations.

• Solid understanding of regulatory requirements -including Data Protection FCA principles and Treating Customers Fairly (TCF) and the ability to ensure team compliance.

• Strong coaching and development capability -with experience conducting 1:1s performance reviews andbehavioralcoaching to build team competence and confidence.

• Analytical and problemsolving skills -with the ability to interpret performance reportsidentifyroot causes and implement corrective actions that drive team improvement.

• Excellentorganizationaland timemanagement skills -with the ability to manage team schedulesprioritizeoperational tasks and balance coaching with service delivery needsas well as ensuring all training activities and records are accurately recorded.

• Experience managing complex customer enquiries and complaints -demonstratingsound judgement and the ability to coach the team on effective resolution handling.

• High levelof system product and process knowledge -enabling confident support training reinforcement and troubleshooting across multiple platforms.

• Strong interpersonal and relationshipbuilding skills -fostering a positive team culture supporting wellbeing addressing performance concerns constructively and promoting collaboration across departments.

Desirableskills/knowledge/experience:

• Experience leading calibration or crossdepartmental quality sessions -ensuring consistency in coaching and performance expectations.

• Familiarity with project or changemanagement activities -such as supporting system upgrades process redesign or new product launches.

• Ability to create or deliver training materials -contributing to onboarding refreshers or targeted knowledgebuilding sessions.

• Advanced dataanalysis capability -includingproficiencywith dashboards reporting tools or speechanalytics platforms.

• Knowledge of continuous improvementmethodologies -e.g. Lean Six Sigma helping toidentifyand implement operational efficiencies.

• Experience managing remote or hybrid teams -including digital communication virtual coaching and performance monitoring.

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.

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