Letterkenny, County Donegal, Ireland
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Job Type: Permanent
Location: Letterkenny, Co. Donegal; Onsite
Hours of Work: 8AM and 6PMCareers 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 Excellence in Customer Journeys – Your work directly supports the delivery of high‑quality customer journeys by ensuring efficient and consistent service across phone, email, and digital channels. By contributing to robust processes and service standards, you help safeguard the customer experience and reinforce a culture of “Purpose and Pride” across all accounts.
- Building Analytical and Workforce Planning Expertise – Through exposure to management information (MI), planning, and insight functions, you will develop strong analytical, organisational, and problem‑solving skills. Working with workforce management tools such as Verint, NICE/Genesys, or similar platforms, you will support the creation, optimisation, and governance of staff schedules to meet operational and client demands.
- Contributing to a Pan‑Account, Collaborative Function – As part of a growing enterprise function, you will collaborate with a wide network of stakeholders across accounts, contributing to the development and embedding of consistent client standards, governance frameworks, and performance assessment methods. This team environment supports knowledge‑sharing, continuous improvement, and the successful delivery of insights across both new and existing clients.
The RoleIn this key role, you will deliver excellent customer journeys is core to our client’s model strategy and is key to Building “Purpose and Pride.” Due to continued growth and evolution of our BaNCS platform, a Pan Account, Enterprise MI, Planning, and Insights function is essential to support the business going forward as it continues to grow. This function will become the focal point that safeguards those customer journeys as well as help embed consistent way of assessing performance for our Customers, Clients, & Colleagues. This new function will support all MI, Planning & insight requirements for all accounts across our client’s, clients old & new. You will be responsible for the creation and embedding of the overall client standards that will be used across all accounts, this will require processes, good governance, and client interaction at pan account level to embed the go forward model. You will be responsible for creating, maintaining and optimizing staff schedules using workforce management tools (Specifically – Verint, NICE/Genesys, Active OPS or relevant WFM tool).Your responsibilities: - Scheduling of staff using Work Force Management Tools – either using Verint, Nice, Genesys & Active OPS or other WFM tools
- Plan and schedule activities (training/coaching etc.,) and absences (Holidays/Flex etc.,) to maintain consistent service level delivery across the day at the same time as meeting the operational requirements of the departments
- Recommend overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis
- Complete accurate manpower planning/forecasting models ensuring that the business has a comprehensive understanding of demand
- Resource Planning at 15-30mins interval (where applicable) evidencing optimization, efficiency and in line with demand / SLA agreement
- Build, analyse and improve staff schedules in line with our business requirements ensuring problems are identified and resolved promptly and service levels are delivered
- Notify operations leaders of predicted service shortfalls by monitoring expected and current service levels and recommending solutions
- Maintain the work force management database to ensure staff resource is fully utilised by creating and refining the parameters set within the data base to deliver maximum scheduling efficiency
- Provide analysis, support and reporting to the operations manager of utilization of workforce management activity in conjunction with strategic direction for Contact Centre
- Recommend overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis
Your ProfileEssential skills/knowledge/experience: - Education (Qualifications): Leaving Certificate or equivalent
- Knowledge & Experience: Relevant work experience 3-4 years
- Strong Communication Skills: A confident, professional telephone manner and ability to effectively execute on the above duties; displaying clear and concise communication skills;
- Forecasting tools like ARIMA, Exponential
- Smoothing & Time Series, Erlang C
- Telephony / Ops infra knowledge
- Interpersonal Skills: Must possess and demonstrate a helpful, can-do and service-oriented outlook, with the ability to work under pressure and meet tight deadlines in a team environment, being discreet when dealing with confidential information. Must be self-motivated, proactive going beyond the call of duty, have a keen eye for detail, be result-oriented and have an ability to stay calm under pressure and in uncertainty; and
- People Skills: A proven track record of being a strong team player with a positive experience within a customer-facing environment in the Financial Service sector.
- Flexible and Willing to Learn: Must be flexible, as this role will require supporting different areas of our business upon request depending on business needs and a willingness to undergo professional and relevant job specific qualifications and compliance with the annual mandatory compliance training regime.
Desirable skills/knowledge/experience: - Master’s degree in related field
- Preferred work in similar role / insurance industry
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.
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