Call Center Senior Analyst

NTT DATA North America; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Night shift transport

Job summary

NTT DATA North America in India is seeking a hands-on sales specialist to handle complex, high-value calls and to mentor a team of agents. The role blends individual sales contribution with SME support, escalations, and performance tracking in a night-shift aligned schedule.

The position requires 2-5 years in international BPO/sales, strong communication, and mentoring skills. Night shift transport is provided for off-hours shifts, with duties centered on delivering results for North American

Qualifications

• 2-5 years in international BPO/sales
• SME/team handling experience preferred
• Strong communication and coaching abilities

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

Skills

Strong sales experience

Excellent communication skills

Coaching & mentoring

Objection handling

Multitasking under pressure

Job description

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. It's our belief in possibility that drives us, but it's 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. We're 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: US-Canada 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:

• 2-5 years in international BPO/sales
• SME/team handling experience preferred

Requirements: