Call Center Senior Analyst

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

Handle complex, high-value customer calls and act as an SME with floor support for agents, providing real-time coaching and escalation handling. Monitor call quality, give actionable feedback, and help onboard and train team members. Track team and individual performance through reporting and dashboards while assisting in critical cases. Work in a US–Canada aligned night shift environment at the office, supporting both individual sales contribution and team success.

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FursaFursa
NTT
NTT
1 month ago

Call Center Senior Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Handle complex, high-value customer calls and act as an SME with floor support for agents, providing real-time coaching and escalation handling. Monitor call quality, give actionable feedback, and help onboard and train team members. Track team and individual performance through reporting and dashboards while assisting in critical cases. Work in a US–Canada aligned night shift environment at the office, supporting both individual sales contribution and team success.
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, supporting escalations and critical cases.
  • •Monitor call quality and provide feedback to agents.
  • •Assist with onboarding/training and track performance using reporting and dashboards.

Pay and Benefits

Perks:Health InsuranceVisionDentalEmployee AssistancePension

Key Requirements

  • •3–5 years of experience in international BPO/sales.
  • •Strong sales experience, ideally in telecom/BPO.
  • •Excellent communication skills for complex, high-value calls.
  • •Ability to coach and mentor others, including floor support for agents.
  • •Strong objection handling skills and ability to multitask under pressure.
Experience:3-5 yearsBPOInternational BPOSalesTelecom
Skills:CommunicationCoachingMentoringObjection handlingMultitask under pressure

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