Call Center Senior Analyst

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

Handle complex, high-value inbound sales calls and act as an SME for the floor, providing escalation handling, objection support, and coaching to team members. Monitor call quality, deliver feedback, and support onboarding and training. Track team and individual performance metrics while assisting with reporting and dashboards, combining individual sales contribution with team leadership responsibilities in a US–Canada night shift onsite environment.

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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: 18 hours agoStatus: Live

Job Summary

Handle complex, high-value inbound sales calls and act as an SME for the floor, providing escalation handling, objection support, and coaching to team members. Monitor call quality, deliver feedback, and support onboarding and training. Track team and individual performance metrics while assisting with reporting and dashboards, combining individual sales contribution with team leadership responsibilities in a US–Canada night shift onsite environment.
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.
  • •Serve as an SME and provide floor support to agents.
  • •Coach and mentor team members while supporting onboarding and training.
  • •Monitor call quality and provide feedback to improve performance.
  • •Track team and individual performance and support escalations, reporting, and dashboards.

Pay and Benefits

Perks:Health InsuranceVisionDentalPaid TrainingLong-term DisabilityEmployee Assistance

Key Requirements

  • •3–5 years in international BPO and/or sales experience.
  • •Strong sales experience (telecom/BPO preferred).
  • •Excellent communication skills for handling high-value calls.
  • •Ability to coach and mentor team members and provide SME floor support.
  • •Strong objection handling skills and ability to multitask under pressure.
Experience:3-5 yearsBPOSalesTelecom
Skills:CommunicationCoachingMentoringObjection handlingMultitaskingPerformance monitoring

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