Job Type: Permanent
Location: Letterkenny, Co. Donegal; Onsite
Hours of Work: 8AM and 6PM
The Role
The Contact Centre Team Lead is responsible for managing the day‑to‑day performance and development of a team of Contact Centre Consultants handling Life and Pensions queries. This role ensures the delivery of high‑quality 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. The Team Lead also contributes to workforce planning, performance reviews, and ensures the team consistently meets SLA, KPI, and customer‑experience expectations.
Your Responsibilities
Lead, motivate, and support a team of consultants to ensure consistent delivery of high‑quality customer service.
Monitor individual and team performance daily, ensuring that SLA and KPI targets are met, and identify opportunities for process improvements.
Provide structured coaching and feedback to develop consultant skills, knowledge, and confidence.
Coordinate training for new hires and existing team members, ensuring training activities are accurately recorded.
Act as a point of escalation for complex or sensitive customer enquiries, ensuring timely and compliant resolution.
Manage workflow, schedule adherence, and resource allocation to maintain operational efficiency.
Conduct regular quality reviews and performance discussions to identify improvement areas.
Support training initiatives by reinforcing learning and embedding best practices.
Ensure compliance with all regulatory requirements, internal policies, and customer‑protection standards.
Collaborate with cross‑functional teams to share insights and contribute to process improvements.
Foster a positive, supportive team culture that promotes open communication, engagement, and customer‑focused behaviors.
Your Profile
Essential skills/knowledge/experience:
People‑management and leadership experience – minimum two years, including the ability to inspire, motivate, and guide a team toward meeting performance, quality, and behavioral standards.
Experience working in a call‑center or customer‑service environment, ideally within Life & Pensions or financial‑services operations.
Exceptional communication skills (verbal and written).
Solid understanding of regulatory requirements – Data Protection, FCA principles, and Treating Customers Fairly (TCF).
Strong coaching and development capability, with experience conducting 1:1s, performance reviews, and behavioral coaching.
Analytical and problem‑solving skills to interpret performance reports and implement corrective actions.
Excellent organisational and time‑management skills to manage team schedules and operational tasks.
Experience managing complex customer enquiries and complaints, demonstrating sound judgement.
High level of system, product, and process knowledge across multiple platforms.
Strong interpersonal and relationship‑building skills to foster a positive team culture.
Desirable skills/knowledge/experience:
Experience leading calibration or cross‑departmental quality sessions.
Familiarity with project or change‑management activities.
Ability to create or deliver training materials.
Advanced data‑analysis capability, including dashboards, reporting tools, or speech‑analytics platforms.
Knowledge of continuous improvement methodologies, e.g., Lean, Six Sigma.
Experience managing remote or hybrid teams.
Rewards & Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network. We offer health & wellness initiatives and sports events, and support our local communities in Ireland.
Diversity, Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the 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, and 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 the minimum criteria for the role. Please email us at UKI.recruitment@tcs.com if you would like to opt in.
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