Contact Centre Trainer — Training Delivery & Call Coaching

Tata Consultancy Services; Letterkenny; On-site; EUR 42,000 - 60,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop provided

Training resources

Discounts within Tata network

Health & wellness programs

Job summary

Tata Consultancy Services in Letterkenny, Ireland is seeking an experienced training professional to deliver high-quality training across financial services accounts.

You will design and update training materials, coach agents, and collaborate with stakeholders to drive continuous learning and regulatory compliance. The role includes an 8‑hour shift rotation between 07:00 AM and 19:00 PM, permanent contract, and a comprehensive benefits package.

Qualifications

• At least 2 years of experience in a similar role.
• General business and financial awareness.
• Knowledge of Data Protection Act, Compliance and FCA rules.
• Experience creating training plans for new and existing employees.
• Ability to deliver effective call coaching with constructive feedback.
• Excellent communication and presentation skills.
• Strong time management and organization in a fast-paced training environment.
• Ability to follow operational processes and ensure compliance.
• Familiarity with Life & Pensions products and related workflows.
• Experience managing large training groups and induction programs.

Responsibilities

• Facilitate training sessions for employees including new hires and process changes.
• Conduct in-person and Teams training sessions and workshops.
• Provide constructive feedback to learners and to the Ops team.
• Collaborate with stakeholders to identify training needs and objectives.
• Assess training effectiveness through quizzes, simulations, and surveys.
• Analyze training data to identify improvements and recommend enhancements.
• Update training materials to ensure accuracy and relevance.
• Participate in team meetings and propose efficiency improvements.
• Maintain detailed records of training activities and completion status.
• Communicate results and recommendations to stakeholders and management.
• Conduct regular call coaching to improve agent performance and customer experience.

Skills

Training delivery

Call coaching

Communication skills

Organisational skills

Regulatory knowledge

Training design

Presentation skills

Time management

Operational understanding

Life & pensions familiarity

Call centre awareness

Job description

Tata Consultancy Services in Letterkenny, Ireland is seeking an experienced training professional to deliver high-quality training across financial services accounts.

You will design and update training materials, coach agents, and collaborate with stakeholders to drive continuous learning and regulatory compliance. The role includes an 8‑hour shift rotation between 07:00 AM and 19:00 PM, permanent contract, and a comprehensive benefits package.