Contact Centre Scheduler&Workforce Planner, Letterkenny

Location Letterkenny, Co. Donegal; Onsite

Hours of Work 8AM and 6PM

The Role In this key role, you will deliver excellent customer journeys as 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 optimisation, 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 utilisation 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 Profile Essential 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;

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 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 with the subject line: "Adjustment Request" or email to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

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