Call Center Senior Analyst

NTT
Gurugram
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 3-5 yearsSkills: ["Communication","Coaching","Mentoring","Objection handling","Multitasking"]

Handle complex, high-value inbound calls and drive international sales contribution while supporting the team as an SME on the floor. Coach and mentor agents, monitor call quality, provide feedback, and assist with onboarding and training. Take ownership of escalations and critical cases, track team and individual performance, and support reporting through dashboards. Work US–Canada night shift from the office.

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FursaFursa
NTT
NTT
3 weeks ago

Call Center Senior Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Handle complex, high-value inbound calls and drive international sales contribution while supporting the team as an SME on the floor. Coach and mentor agents, monitor call quality, provide feedback, and assist with onboarding and training. Take ownership of escalations and critical cases, track team and individual performance, and support reporting through dashboards. Work US–Canada night shift from the office.
Location: Gurugram
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Handle complex and high-value sales calls.
  • •Act as an SME and provide floor support to agents.
  • •Coach and mentor team members while monitoring call quality and providing feedback.
  • •Assist in onboarding and training and handle escalations and critical cases.
  • •Track team and individual performance and support reporting through dashboards.

Pay and Benefits

Perks:Health InsuranceVisionDentalPaid TrainingEmployee Assistance

Key Requirements

  • •3–5 years of experience in international BPO/sales.
  • •Strong sales experience, preferably in telecom/BPO.
  • •Excellent communication skills and ability to handle objections.
  • •Experience supporting a team/handling SME or floor support responsibilities.
  • •Ability to multitask under pressure.
Experience:3-5 yearsBPOTelecomSales
Skills:CommunicationCoachingMentoringObjection handlingMultitasking

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn