Contact Centre Service Manager (1602261)

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 businessestransformthrough 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 Leadership Impact -Your leadership empowers teams to build the knowledge capability and confidence they need to perform effectively across phone email and digital channelsdriving smooth operations highquality service delivery and an exceptional customer experience.

• Developing Strong Team Capability -By coaching supporting and guiding team members across callcenter servicecenter and administrative functions you strengthen their communication problemsolving andorganisationalskillsensuring they are equipped to meet performance expectations and thrive in a modern service environment.

• Being Part of a Collaborative Leadership Team -Join a dynamic group of team managers and operational leaders where knowledgesharing partnership and continuous improvement drive success. Through collaboration with peers and subjectmatter expertsyoullhelp elevate team performance while growing and developing as a leader.

The Role
As aContact Centre ServiceManager you willlead motivate and inspireyour team to consistently achieve service levels performance targets and key a pivotal role in cultivating a highperforming environment where colleagues feel supported empowered and driven to deliver outstanding results.
You will have full responsibility forcustomer service deliveryand all aspects ofpeoplemanagement and development. Through strong leadership clear communication and a genuine commitment to your teams growth you will guide individuals to reach their full closely with each team member tobuild capability nurture talent and foster continuous improvement ensuring that every customer interaction reflects excellence.
Your leadership will directly influence the success ofour customers our business and our clients creating a culture where quality accountability and collaboration thrive.
In this role you will manage a team that supports and answers calls across multiple client accounts providing varietychallenge and the opportunity to develop broad operationalexpertise. You will ensure your team is confident knowledgeable and adaptableable to switch contexts with ease whilemaintainingexceptional service standards.

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 motivatedevelopand inspire team members.

• Active management of team and workload deliveringhigh levelof quality service to support a range of Accounts

• Full understanding and application of all relevant Company procedures (forexampleHealth and Safety and Human Resource policies).

• Ensure Performance Management system isoperatingeffectively and that allpeopleprocessesand procedures are followed.

• To ensure operational compliance with Company regulatory and legislative requirements.

• Act as a point of escalation for complaints as and whenrequired.

• Make decisions in line with TreatingCustomersFairly principles outlined by the FCA.

• To continuallymonitorand challenge performance to improve customer experience and driveefficiency.

• Ensure departmental KPIsand SLAsare deliveredand consistently metby using effective resource and contingency planning.

• Contribute to area management teamidentifyingproblemsproposingand implementing solutions at ateam/area level.

• Governance &Oversight and active management of all aspects of quality assurance.

• Liaise with other operational teams to improve service/working practices.

• Lead local projects andparticipatein wider projects whererequired.

• Achieve andmaintainOverseer competence under FCA guidelines.

• Compliance To ensure that you understand and adhere tothe CompanyCode of Conduct and whereappropriatecomply withall relevant regulatory policies. This includesthe completionof anymandatorytraining requirements.

• Financial Controls Ensureall expenditure commitments and payments are properlyauthorizedcontrolledandmonitoredin accordance withCapitas delegated authority requirements.

Your Profile
Essentialskills/knowledge/experience:

• Qualifications -Relevant specific qualifications as required by the CF1 and FA1and FA2; these are notrequiredat start point but willneed to be obtained and completed within 3 years.

• Experience-At least two years of proven peoplemanagement experience supported by relevant industry or financial services exposure. Demonstrates an understanding of key regulatory requirements with financial qualifications and attainment of regulatory and Company requirements including broad knowledge of the clients Life and Pension Operations

• Data Analysis & Regulatory Awareness -Capable of producing and analyzing statistical information to inform decisionmaking witha strongknowledge of Treating Customers Fairly (TCF) outcomes and how they apply across all areas of Customer Service.

• Data Interpretation & MI Awareness -Ability to review callcenter KPIs SLAs error trends quality scores and customer satisfaction insights to inform decisions.

• Strong Stakeholder Management Skills -Comfortable liaising with clients SMEs quality teams and operational leaders to align priorities and service delivery.

• Provenpeopledevelopment and managementcapability-communicating effectively both verbally and in writing displaying an ability to receive and deliver feedback in a constructive manner. Collaborating effectively with senior leaders technical teams and external partners.

• Ability to motivate coach and influencecolleagues-contributing toa goodworking atmospherewithin onesown team and in dealing with customers internally and externally. Often showingabilityto adapt style to different circumstances and to develop team capability through structured coaching frameworks calllistening feedback or performance development programs.

• Planning andorganizationalskills-with effective time management

• Showing exceptional initiative and resilience-havingan open-minded approach to dealing with ideas and suggestions from colleagues and customers

• Ability to adapt able to adapt and beunderstandingas well as showing personal integrity

• Analytical skills and root cause identification-displaying problem solving and decision-making skillsapplying creativity to complex problems

• Effective networking and relationship building skills

Desirableskills/knowledge/experience:

• Experience Managing MultiClient or MultiProcess Teams -Helpful when leading teams that support more than one account or workflow.

• Exposure to Continuous Improvement Methods -Experience with Lean Six Sigma or processimprovement initiatives to enhance service efficiency.

• Proficiencywith ContactCentre Technologies -Familiarity with telephony systems CRM platforms workflow tools or policyadministration systems used in Life & Pensions operations.

• Conflict Resolution & People Support Skills-Useful for managing escalations sensitive customer situations or supporting colleagues through challenging workloads.

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.