NTT

3 months ago

Call Center Senior Analyst

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Last checked: 5 hours agoStatus: Live

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

Website LinkedIn

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NTT