NTT

3 months ago

Call Center Senior Analyst

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Last checked: 4 hours agoStatus: Live

Job Summary

Handle complex, high-value sales calls while acting as an SME for call-center agents. Provide floor support, coach and mentor team members, monitor call quality, and manage escalations and critical cases. Assist with onboarding and training, and track team and individual performance. Support reporting and dashboards to improve outcomes, working on a night shift aligned to North American time zones in a 100% on-site setup.

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 and performance tracking.

Key Requirements

•Strong sales experience, preferably in telecom/BPO
•Excellent communication skills
•Ability to coach and mentor team members
•Strong objection handling skills
•Ability to multitask under pressure

Experience:2-5 yearsBPOSalesTelecom

Skills:CommunicationCoachingMentoringObjection handlingMultitaskingWorking 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

Website LinkedIn

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NTT