Contact Centre Trainer

About the Role

Join a leading global technology company with a significant presence in Letterkenny, County Donegal. We are seeking a Contact Centre Trainer to deliver high-quality training programs that support employee development and business objectives across various financial services accounts. This role is crucial for preparing our teams with the necessary skills to excel in customer service, financial products, and operational processes. You will be part of a collaborative team of over 100 professionals dedicated to exceptional support and continuous learning. The position involves rotational shifts, working 8 hours between 8 AM and 6 PM, Monday to Friday.

Responsibilities

• Facilitate comprehensive training sessions for employees, including onboarding new hires, introducing product/process changes, and delivering ongoing skill enhancement programs.
• Conduct engaging in-person and virtual training sessions and workshops, adapting delivery methods to cater to diverse learning styles.
• Provide constructive feedback to trainees on their progress and offer insights to the operations team regarding individual development during training.
• Collaborate with various stakeholders to pinpoint training requirements and establish clear learning objectives.
• Evaluate the effectiveness of training initiatives using methods such as quizzes, simulations, and feedback surveys.
• Analyze training data and performance metrics to identify areas for improvement and propose enhancements to training programs.
• Regularly review and update training materials, or request updates, to ensure content remains accurate and relevant.
• Actively participate in team meetings, contributing innovative ideas to boost operational efficiency and effectiveness.
• Maintain meticulous records of all training activities, including attendance, evaluations, and completion status.
• Communicate training outcomes and strategic recommendations to relevant stakeholders and management.
• Conduct regular call coaching sessions to elevate agent performance, improve customer interactions, and ensure adherence to quality standards.

Requirements

• Possess at least 2 years of relevant experience in a similar training role.
• Demonstrate a solid understanding of general business and financial principles.
• Exhibit knowledge of current legislation, including the Data Protection Act, Compliance, and FCA rules, with a strong grasp of Vulnerable Customers guidelines and Consumer Duty regulations as they apply to customer service.
• Have prior experience in developing training plans for new and existing employees, supporting product launches, or conducting refresher training.
• Show a proven ability to deliver effective call coaching, including analyzing call quality, providing feedback, supporting agent development, and driving performance improvements.
• Possess excellent communication and presentation abilities.
• Exhibit good technical and system proficiency, or a strong aptitude for quickly learning new systems.
• Demonstrate exceptional time management and organizational skills, with the ability to prioritize tasks and manage competing deadlines in a fast-paced training environment.
• Display strong interpersonal skills and professional conduct, adopting a supportive, solutions-focused approach, and managing training delivery effectively under pressure.
• Maintain discretion when handling sensitive or confidential information.
• Be self-motivated and proactive, consistently exceeding expectations with a keen attention to detail and a results-driven mindset.
• Remain calm and composed when facing challenges or uncertainty.
• Understand and apply operational processes and procedures, ensuring training aligns with organizational standards and compliance.

Desirable Skills

• Familiarity with Life & Pensions products, including life assurance, pensions, annuities, protection products, claims, or policy servicing.
• Experience with call centre operations, including knowledge of key metrics (AHT, QA, adherence), customer journey mapping, and frontline service challenges.
• Experience in developing structured onboarding programs for new hires, incorporating system walkthroughs, process simulations, and soft skills modules.
• Competence in creating and delivering scenario-based training, particularly for Life & Pensions-related situations like claims, retirement queries, or bereavement processes.
• Experience managing large training groups, including facilitating induction classes for diverse experience levels.

Rewards and Benefits

TCS is recognized as a Top Employer globally and in the UK. We offer competitive salary packages that include pension, health care, and life assurance. Employees gain access to extensive training resources and discounts within the Tata network. We also promote health and wellness initiatives and sports events, and are proud sponsors of the London Marathon and partners with local communities in Ireland.

Diversity, Inclusion, and Wellbeing

Tata Consultancy Services UK&I is committed to ensuring accessibility for all individuals in line with Irish Employment Equality and Equal Status Acts. We embrace diversity in all its forms and encourage applications from individuals of all races, nationalities, ethnicities, disabilities, neurodiversities, gender identities, ages, physical abilities, gender reassignment, and sexual orientations. As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria. We welcome requests for adjustments to the application or interview process at any stage.

Additional Information

Please note that TCS does not request any payment or security deposit from candidates during the recruitment process and job offers are never sent from free internet email services. Beware of fraudulent recruitment activities. If you have not received a response within 30 days, please consider your application unsuccessful on this occasion. For application support or alternative formats, please contact UKI.recruitment@tcs.com with the subject line: “Application Support Request”.