Call Center Senior Analyst

NTT DATA BUSINESS SOLUTIONS; Gurugram District; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS, based in Gurugram, Haryana, is seeking a hybrid sales professional to contribute individually while supporting the team with coaching, SME assistance, and escalation handling. The role emphasizes handling complex calls and high-value opportunities within an international BPO context.

The candidate should excel in communication, demonstrate coaching capabilities, manage multiple tasks under pressure, and contribute to onboarding, performance tracking, and dashboard

Qualifications

• Experience in international BPO/sales preferred.
• 35 years in international BPO/sales (eligibility criteria in the ad).
• Coaching and mentoring competencies required.

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 and mentoring ability

Strong objection handling skills

Ability to multitask under pressure

Job description

Job Summary

Hybrid 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

• 35 years in international BPO/sales
• SME/team handling experience preferred