Resource Scheduler - Contact Centre

Role overview

This is a permanent, onsite position based in Letterkenny, County Donegal, with working hours between 8:00 AM and 6:00 PM. The role sits within Tata Consultancy Services, a purpose-driven transformation organisation that helps major brands deliver meaningful outcomes for customers and communities. In this position, you will help protect the quality of customer journeys and support a consistent, well-governed approach to planning and performance across multiple accounts.

The wider team works across enterprise MI, planning, and insights, supporting both existing and new clients. The remit includes building common standards, strengthening governance, and improving how staffing and service performance are assessed across accounts. You will also work closely with stakeholders in a collaborative environment focused on knowledge sharing and continuous improvement.

Core responsibilities

You will own staff scheduling and resource planning using workforce management platforms such as Verint, NICE/Genesys, Active OPS, or comparable tools. The role also involves forecasting demand, planning absences and activities, and making sure staffing aligns with service-level requirements across the day.

In addition, you will analyse performance and shrinkage, recommend how off-phone time should be allocated, maintain the workforce database, and refine system parameters to improve scheduling efficiency. You will monitor service levels, flag likely shortfalls to operations leaders, and support managers with reporting and analysis that help guide contact centre decisions.

Planning and forecasting duties

• Create and maintain manpower planning and forecasting models so the business has a clear view of demand.
• Build schedules at 15- to 30-minute intervals where relevant, ensuring alignment with SLA commitments and operational needs.
• Review, update, and improve schedules quickly when issues arise so service levels remain on track.
• Work with line managers and senior managers to recommend how non-call time should be used based on performance and shrinkage analysis.
• Track expected versus actual service performance and communicate potential service gaps with practical recommendations.

Database, reporting, and governance

• Maintain the WFM database so staff capacity is used effectively and scheduling rules remain accurate.
• Adjust database settings and planning inputs to improve optimisation and scheduling outcomes.
• Prepare analysis, reporting, and operational support for the operations manager in line with wider contact centre strategy.
• Help define and embed client standards, processes, and governance practices across accounts.

Required profile

The employer is looking for someone with Leaving Certificate-level education, or an equivalent qualification, and around 3 to 4 years of relevant experience. Strong verbal communication is essential, along with a professional telephone manner and the ability to deliver duties clearly and accurately.

Applicants should be familiar with forecasting concepts such as ARIMA, exponential smoothing, time series methods, and Erlang C. Knowledge of telephony and operations infrastructure is also important. The role calls for someone who can work calmly under pressure, manage tight deadlines, protect confidential information, and stay detail-focused and results-driven.

A strong team mindset, a helpful and service-oriented attitude, and experience in a customer-facing environment within financial services are important. The company also values flexibility, since the role may support different areas of the business as needed, along with a willingness to complete role-specific qualifications and annual mandatory compliance training.

Desirable background

A master’s degree in a related discipline is preferred. Previous experience in a similar role, or exposure to the insurance industry, would be an advantage.

Rewards and benefits

Tata Consultancy Services states that it is frequently recognised as a top employer in the UK and globally. The benefits package includes a competitive salary, pension, health cover, life assurance, a laptop, access to extensive learning resources, and discounts across the wider Tata network. Health and wellness initiatives, sports activities, and community engagement in Ireland are also part of the offering.

Accessibility and equal opportunity

The company says it is committed to accessibility and inclusive hiring in line with Ireland’s employment equality and equal status legislation. It welcomes applicants from diverse backgrounds, including people with disabilities or long-term conditions, and will provide an interview to candidates who meet the minimum criteria and opt in under its Disability Confident process. Adjustments can be requested at any point during the application or interview process.

Application support

If you need help completing the application or require the document in a different format, you can contact UKI.recruitment@tcs.com with the subject line “Application Support Request”. If you need an interview or application adjustment, you can email UKI.recruitment@tcs.com with the subject line “Adjustment Request” or contact jennifer.long@tcs.com. The company also warns applicants about fraudulent recruitment activity and states that it never asks for payment or security deposits at any stage of hiring.

Recruitment notice

Because of the high number of applications, the company may not contact every applicant individually. If there is no direct response within 30 days, the application should be considered unsuccessful for this opportunity.