Call Center Analyst

NTT DATA BUSINESS SOLUTIONS; Gurugram District; On-site; INR 400,000 - 800,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Gurugram, India, is seeking an experienced Sales Coach to contribute individually while supporting the team with SME expertise and escalation handling. This role focuses on high-value telecom/BPO sales calls and coaching peers to improve performance.

You will mentor agents, monitor call quality, assist onboarding and training, and help with reporting and dashboards to drive results in a fast-paced, night-shift aligned environment.

Qualifications

• Minimum proven sales experience, preferably in telecom or BPO.
• Excellent verbal and written communication skills.
• Ability to coach and mentor a team.
• Strong objection handling and negotiation skills.
• Capable of multitasking under pressure and meeting targets.

Responsibilities

• Handle complex and high-value sales calls.
• Provide SME floor support to agents.
• Coach and mentor team members.
• Monitor call quality and give feedback.
• Assist in onboarding and training.
• Track team and individual performance.
• Handle escalations and critical cases.
• Support reporting and dashboards.

Skills

Sales experience

Communication skills

Coaching & mentoring

Obstacle handling

Multitasking under pressure

Job description

About NTT DATA:

With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. Its our belief in possibility that drives us, but its our people that make it happen. At NTT DATA, what you do matters.

A Career at NTT DATA Means:

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.


• Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. Were committed to building a people-focused environment where you can shine, no matter who you are.


• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.


• Being part of a global PIONEER where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

Work Schedule & Benefits:

• Shift Timing: USCanada Shift (Night Shift aligned to North American time zones)


• Working Hours: 10 hours per shift (including breaks as per company policy)


• Work Mode: 100% Work from Office


• Transportation: Company-provided pick-up and drop facility (for night shifts)

Role Summary:

Role combining individual sales contribution with team support responsibilities including coaching, SME support, and escalation handling.

Key Responsibilities:

• Handle complex and high-value sales calls


• Act as SME and provide floor support to agents


• Coach and mentor team members


• Monitor call quality and provide feedback


• Assist in onboarding and training


• Track team and individual performance


• Handle escalations and critical cases


• Support reporting and dashboards

Required Skills:

• Strong sales experience (telecom/BPO preferred)


• Excellent communication skills


• Coaching and mentoring ability


• Strong objection handling skills


• Ability to multitask under pressure

Eligibility:

• 25 years in international BPO/sales


• SME/team handling experience preferred