Call Center Senior Analyst

NTT
Gurugram
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 2-5 yearsSkills: ["Communication","Coaching","Mentoring","Objection handling","Multitasking"]

Handle complex, high-value sales calls while acting as an SME who provides floor support to agents. Coach and mentor team members, monitor call quality, and provide feedback. Lead escalation handling for critical cases and support onboarding and training. Track team and individual performance and assist with reporting and dashboards, working US–Canada night shifts in a 100% in-office environment.

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FursaFursa
NTT
NTT
4 months ago

Call Center Senior Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Handle complex, high-value sales calls while acting as an SME who provides floor support to agents. Coach and mentor team members, monitor call quality, and provide feedback. Lead escalation handling for critical cases and support onboarding and training. Track team and individual performance and assist with reporting and dashboards, working US–Canada night shifts in a 100% in-office environment.
Location: Gurugram
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid 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.
  • •Monitor call quality and provide feedback.
  • •Handle escalations and critical cases, and support onboarding, training, performance tracking, and reporting/dashboards.

Key Requirements

  • •2–5 years of experience in international BPO/sales.
  • •Strong sales experience, preferably in telecom/BPO.
  • •Excellent communication skills.
  • •Ability to coach and mentor team members.
  • •Strong objection handling skills and ability to multitask under pressure.
Experience:2-5 yearsBPOSalesTelecom
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