Contact Centre Trainer

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Job Type: Permanent

Location: Letterkenny, Co. Donegal; Onsite

Hours of Work: 8 hour rotation between 07:00 AM and 7:00 PM.

Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre, we’re 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.

The Role

This role will primarily be focussed on training delivery, but some assistance may be required from time to time for input into some design aspects of training material via the Training Leads. The role requires a combination of strong communication skills, in-depth knowledge of operational processes, an eye for detail and desire to help our teams to succeed by preparing them with the skills to succeed. You will be responsible for maintaining and delivering high-quality training delivery to help support employee growth and business objectives across various accounts, and areas of financial services, financial products and customer service. You will collaborate with various departments and accounts, where necessary, to identify training needs and ensure continuous learning across the organisation.

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:

* Facilitate training sessions for employees including new hires, product/process changes, and ongoing skill development programs;

* Conduct in-person and teams training sessions and workshops, delivering training to accommodate diverse learning styles and preferences;

* Provide constructive feedback to learners regarding their development and to the Ops team on the progress of individuals during training;

* Collaborate with stakeholders to identify training needs and objectives;

* Assess the effectiveness of training programs through evaluation methods such as quizzes, simulations, and feedback surveys;

* Analyze training data and performance metrics to identify areas for improvement and make recommendations for program enhancements;

* Continuously review and update/request updates to training materials to ensure accuracy and relevance;

* Actively participate in team meetings and contribute ideas for improving operational efficiency and effectiveness;

* Maintain detailed records of training activities, including attendance, evaluations, and training completion status;

* Communicate training results and recommendations to relevant stakeholders and management;

* Conduct regular call coaching sessions to improve agent performance, enhance customer experience, and ensure adherence to quality standards.

Your Profile

Essential skills/knowledge/experience:

* Experience and Background - At least 2 years of experience in a similar role.

* Business and Financial Awareness - General business and financial awareness

* Regulatory and Compliance Knowledge - of current legislation, i.e. Data Protection Act, Compliance and FCA rules. Demonstrate a good knowledge and understanding of Vulnerable Customers guidelines and Consumer Duty regulations and how they relate to all aspects of Customer Service.

* Training Design and Delivery - Previous experience in creating training plans for new and existing employees, supporting product launches, or refresh training when required.

* Demonstrated ability to deliver effective call coaching - including analyzing call quality, providing constructive feedback, supporting agent development, and driving continuous improvement in customer experience and performance outcomes.

* Communication and Presentation Skills - Excellent communication and presentation skills

* Technical and System Proficiency - Good system knowledge, or ability to learn these quickly

* Time Management and Organization - Demonstrates strong ability to prioritize tasks, manage competing deadlines, and maintain exceptional organization in a fast‑paced training environment ensuring all learning activities are delivered efficiently and to a high standard.

* Inter-personal skills and Professional Conduct - Must demonstrate a supportive, solutions‑focused approach, with the ability to deliver training effectively under pressure and manage tight deadlines within a collaborative team environment. Must handle sensitive or confidential information with discretion. Should be self‑motivated and proactive, consistently going beyond standard expectations, with a strong attention to detail, a results‑driven mindset, and the ability to remain calm and composed when facing challenges or uncertainty

* Operational Understanding and Process Adherence - Must have the ability to follow, understand, and apply operational processes and procedures, ensuring training delivery aligns with organizational standards and compliance requirements.

Desirable skills/knowledge/experience:

* Understanding of Life & Pensions Products - Familiarity with life assurance, pensions, annuities, protection products, claims processes, or policy servicing workflows.

* Exposure to Call‑Centre Operations - Awareness of call‑handling metrics (AHT, QA scoring, adherence), customer journey mapping, and frontline customer service challenges.

* Onboarding Program Development - Experience designing structured onboarding for new hires, including system walkthroughs, process simulations, and soft‑skills modules.

* Competence in Scenario‑Based Training - Ability to create realistic Life & Pensions scenarios (e.g., claims calls, retirement queries, bereavement processes) to improve learner readiness.

* Experience Managing Large Training Groups - Confidence facilitating induction classes with mixed experience levels—common in call‑center recruitment waves.

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 [email protected] 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 [email protected] with the subject line: “Adjustment Request” or email [email protected] 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 [email protected] 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.

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