Call Center Senior Analyst

NTT DATA, Inc.; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

NTT DATA, Inc. in India is seeking a Sales Team Lead to blend individual sales contributions with team coaching and escalation handling. The role involves mentoring agents, monitoring call quality, and supporting onboarding and training to drive performance.

The candidate will manage high-value calls, provide SME floor support, and track team performance while working on night US–Canada aligned shifts. Experience in telecom/BPO is preferred and multi-tasking under pressure is essential.

Qualifications

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

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

Sales experience

Communication skills

Coaching/mentoring

Objection handling

Multitasking

Job description

Role Summary

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

Work Schedule & Benefits

• Shift Timing: US–Canada Shift (Night Shift – aligned to North American time zones)
• Working Hours: 10 hours per shift (including breaks)
• Work Mode: 100% Work from Office
• Transportation: Company-provided pick-up and drop facility (for night shifts)

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