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 for an international BPO environment aligned to North American time zones. Serve as a subject matter expert and provide floor support to agents, while coaching and mentoring the team. Monitor call quality, manage escalations and critical cases, assist with onboarding and training, and track team and individual performance using reporting and dashboards. Work 100% from office in Gurugram.

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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: 8 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Handle complex, high-value sales calls for an international BPO environment aligned to North American time zones. Serve as a subject matter expert and provide floor support to agents, while coaching and mentoring the team. Monitor call quality, manage escalations and critical cases, assist with onboarding and training, and track team and individual performance using reporting and dashboards. Work 100% from office in Gurugram.
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, provide floor support to agents, and handle escalations and critical cases.
  • •Coach and mentor team members.
  • •Monitor call quality and provide feedback.
  • •Assist in onboarding/training and support reporting and dashboards by tracking team and individual performance.

Key Requirements

  • •2–5 years of experience in international BPO/sales.
  • •Strong sales experience with telecom/BPO preferred.
  • •Excellent communication skills.
  • •Coaching and mentoring ability for 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