Contact Centre Team Lead

Job Overview

Permanent contact centre team lead in Letterkenny, Co. Donegal. Responsible for managing a team of Contact Centre Consultants that handle Life & Pensions queries. Requires strong leadership, coaching, and compliance skills.

The Role

The Contact Centre Team Lead is accountable for everyday performance and development of the team, ensuring high quality customer service, compliance with regulatory requirements, and attainment of operational targets. The role involves coaching, monitoring call quality, handling complex escalations, collaborating with Quality, Training and Operations leadership, and contributing to continuous improvement initiatives.

Your Responsibilities

• Lead, motivate, and support a team of consultants to deliver high quality customer service.
• Monitor individual and team performance daily, ensuring SLA and KPI targets are met and identifying process improvement opportunities.
• Provide structured coaching and feedback to develop consultant skills, coordinate training, and maintain training records.
• Act as 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 share insights, drive process improvements and resolve escalated issues.
• Foster a positive, supportive team culture that promotes communication, engagement and customer focused behaviour.

Essential Skills and Experience

• Proven people management and leadership experience - minimum two year's experience guiding a team to meet performance, quality and behavioural standards.
• Experience working in a call center or customer service environment, preferably within Life & Pensions or financial services operations.
• Exceptional verbal and written communication skills for clear instruction and effective handling of escalations.
• Solid understanding of regulatory requirements, including Data Protection and FCA/Treating Customers Fairly (TCF).
• Strong coaching and development capability, with experience in 1:1s, performance reviews and behavioural coaching.
• Analytical and problem solving skills to interpret performance reports, identify root causes and implement corrective actions.
• Excellent organisational and time management skills, capable of managing team schedules, prioritising tasks and recording training activities.
• Experience managing complex customer enquiries and complaints, demonstrating judgement and coaching abilities.
• High level of system, product and process knowledge to support training and troubleshooting across platforms.
• Strong interpersonal and relationship building skills, fostering a positive culture and collaboration across departments.

Desirable Skills and Experience

• Experience leading calibration or cross departmental quality sessions.
• Familiarity with project or change management activities supporting system upgrades or process redesign.
• Ability to create or deliver training materials for onboarding or refresher sessions.
• Advanced data analysis capability with dashboards, reporting tools or speech analytics platforms.
• Knowledge of continuous improvement methodologies such as Lean or Six Sigma.
• Experience managing remote or hybrid teams and virtual coaching.

Qualifications

Relevant specific qualifications such as CF1, FA1, FA2 are not required at the start but must be obtained and completed within three years.

Rewards & Benefits

Competitive salary packages including pension, health care, life assurance, laptop and access to extensive training resources and discounts within the Tata network.

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 and the Equal Status Acts . 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.