Contact Centre Team Lead

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**Job Type: Permanent**

**Location: Letterkenny, Co. Donegal; Onsite**

**Hours of Work: 8 hour rotation between 07:00 AM and 19:00 PM**

**Careers at TCS: It means more**

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through 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 deliver accurate, compliant, and confident Life & Pensions customer service across phone, email, and digital channels—driving smooth operations, consistent service quality, and an exceptional customer experience.
• Developing Strong Team Capability - By coaching, mentoring, and supporting consultants in communication, problem‑solving, product knowledge, and regulatory understanding, you help build a high‑performing 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 group—working closely with Quality, Training, and Operations partners to share insights, improve processes, strengthen team performance, and contribute to a positive, supportive culture across the wider organization.

**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. They work closely with Quality, Training, and Operational leadership to drive continuous improvement, maintain product knowledge standards, and ensure accurate and compliant handling of customer interactions. The Team Lead also contributes to workforce planning, performance reviews, and ensures the team consistently meets SLA, KPI, and customer‑experience 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 8 hour rotation between 07:00 AM and 19:00 PM Monday- Friday.

**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. Identify opportunities for process improvements to enhance service quality and team efficiency.
• Provide structured coaching and feedback to develop consultant skills, knowledge, and confidence. Coordinate training for new hires and existing team members by identifying skill gaps, arranging required coaching or training, and ensuring all 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, coaching new hires, and embedding best practices.
• Ensure compliance with all regulatory requirements, internal policies, and customer‑protection standards.
• Collaborate with cross‑functional teams to escalate issues, 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:**

• Proven people‑management and leadership experience – minimum two year's experience, 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, 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, and behavioral coaching to build team competence and confidence.
• Analytical and problem‑solving skills - with the ability to interpret performance reports, identify root causes, and implement corrective actions that drive team improvement.
• Excellent organizational and time‑management skills - with the ability to manage team schedules, prioritize operational tasks, and balance coaching with service delivery needs as well as ensuring all training activities and records are accurately recorded.
• Experience managing complex customer enquiries and complaints - demonstrating sound judgement and the ability to coach the team on effective resolution handling.
• High level of system, product, and process knowledge - enabling confident support, training reinforcement, and troubleshooting across multiple platforms.
• Strong interpersonal and relationship‑building skills - fostering a positive team culture, supporting wellbeing, addressing performance concerns constructively, and promoting collaboration across departments.

**Desirable skills/knowledge/experience:**

• Experience leading calibration or cross‑departmental quality sessions - ensuring consistency in coaching and performance expectations.
• Familiarity with project or change‑management 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 knowledge‑building sessions.
• Advanced data‑analysis capability - including proficiency with dashboards, reporting tools, or speech‑analytics platforms.
• Knowledge of continuous improvement methodologies - e.g., Lean, Six Sigma, helping to identify and implement operational efficiencies.
• Experience managing remote or hybrid teams - including digital communication, virtual coaching, and performance monitoring.

**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; we are the proud sponsor of the London Marathon and 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 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, 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.

If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or email jennifer.long@tcs.com 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 to notify you that 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 to UKI.recruitment@tcs.com to report any fraudulent activity.

Due to the high volume 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 be deemed unsuccessful on this occasion.

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

**IND1**