Call Center Senior Analyst

NTT DATA North America; Manila; On-site; PHP 480,000 - 600,000; Full time

Job summary

NTT DATA, Inc. in Manila is seeking a Crisis Help Desk Call Center Agent to serve as the first point of contact for individuals in crisis, emergencies, or critical situations.

You will handle inbound calls with empathy, gather essential information, and assess urgency according to established protocols. You will document cases, escalate to crisis teams or emergency services, and coordinate with responders while protecting confidentiality.

Qualifications

• Bachelor's degree or relevant post-secondary education is an advantage.
• Experience in call center, customer service, help desk, emergency hotline, healthcare support, employee assistance, or similar environment is preferred.
• Excellent verbal communication and active listening skills.
• Strong customer service orientation with empathy while maintaining professional boundaries.
• Ability to remain calm and focused when dealing with distressed, emotional, or difficult callers.
• Good judgment and ability to follow established procedures during high-pressure situations.
• Strong attention to detail and accurate documentation skills.
• Basic computer proficiency and ability to navigate multiple systems while speaking with callers.
• Willingness to work rotating shifts, weekends, holidays, and overnight schedules for a 24/7 operation.

Responsibilities

• Receive and manage inbound calls related to crisis situations, emergencies, safety concerns, or requests for immediate assistance.
• Establish rapport with callers and communicate in a calm, professional, respectful, and empathetic manner.
• Practice active listening to understand the caller's situation and identify immediate concerns.
• Ask appropriate questions following established scripts, guidelines, and crisis response protocols.
• Assess and categorize calls according to urgency, severity, and established escalation criteria.
• Provide callers with accurate information and guidance within the defined scope of the Crisis Help Desk.
• Escalate critical or potentially life-threatening situations immediately to designated emergency services, crisis response teams, supervisors, or other appropriate resources.
• Remain engaged with callers until appropriate assistance or escalation has been initiated.
• Avoid providing medical, legal, psychological, or other professional advice beyond the authorized scope of the role.
• Accurately document all relevant information provided during each interaction.
• Create and update cases or tickets in the designated case management or CRM system.
• Record the nature of the incident, caller information, actions taken, referrals, escalations, and case disposition.
• Maintain clear and factual documentation, particularly for sensitive or high-risk cases.
• Ensure proper case handover when follow-up or additional intervention is required.
• Follow established escalation procedures for high-risk and critical situations.
• Coordinate with supervisors, crisis specialists, emergency response teams, security personnel, healthcare resources, or other designated support organizations as applicable.
• Notify appropriate stakeholders based on defined escalation matrices.
• Maintain awareness of available crisis resources, emergency contact information, and referral channels.
• Support effective communication between callers and response teams when necessary.
• Adhere to call handling procedures, standard operating procedures, and applicable service-level requirements.
• Protect caller confidentiality and handle sensitive information in accordance with privacy, security, and data protection requirements.
• Participate in call monitoring, coaching, calibration, and quality assurance activities.
• Complete required training and refresher courses related to crisis response, communication, safety, compliance, and call handling.
• Immediately report any procedural, safety, or compliance concerns to the appropriate supervisor.

Skills

Active Listening

Excellent Verbal Communication

Empathy

Calm Under Pressure

Attention to Detail

Judgement and Decision Making

Confidentiality

Teamwork

Flexibility with Shifts

Education

Bachelor's degree or relevant post-secondary education

Job description

Job Description:

The Crisis Help Desk Call Center Agent serves as the first point of contact for individuals seeking assistance during crisis, emergency, or critical situations. The role is responsible for handling inbound calls professionally and with empathy, gathering essential information, assessing the nature and urgency of each situation, providing appropriate support based on established protocols, and escalating cases to designated crisis response teams or emergency services when required.

The ideal candidate demonstrates excellent communication and active listening skills, emotional resilience, sound judgment, and the ability to remain calm and professional when handling sensitive and high-stress calls.

Key Responsibilities

Call Handling and Crisis Support

• Receive and manage inbound calls related to crisis situations, emergencies, safety concerns, or requests for immediate assistance.
• Establish rapport with callers and communicate in a calm, professional, respectful, and empathetic manner.
• Practice active listening to understand the callers situation and identify immediate concerns.
• Ask appropriate questions following established scripts, guidelines, and crisis response protocols.
• Assess and categorize calls according to urgency, severity, and established escalation criteria.
• Provide callers with accurate information and guidance within the defined scope of the Crisis Help Desk.
• Escalate critical or potentially life-threatening situations immediately to designated emergency services, crisis response teams, supervisors, or other appropriate resources.
• Remain engaged with callers, when required by protocol, until appropriate assistance or escalation has been initiated.
• Avoid providing medical, legal, psychological, or other professional advice beyond the authorized scope of the role.

Incident Documentation and Case Management

• Accurately document all relevant information provided during each interaction.
• Create and update cases or tickets in the designated case management or CRM system.
• Record the nature of the incident, caller information, actions taken, referrals, escalations, and case disposition.
• Maintain clear and factual documentation, particularly for sensitive or high-risk cases.
• Ensure proper case handover when follow-up or additional intervention is required.

Escalation and Coordination

• Follow established escalation procedures for high-risk and critical situations.
• Coordinate with supervisors, crisis specialists, emergency response teams, security personnel, healthcare resources, or other designated support organizations as applicable.
• Notify appropriate stakeholders based on defined escalation matrices.
• Maintain awareness of available crisis resources, emergency contact information, and referral channels.
• Support effective communication between callers and response teams when necessary.

Quality, Compliance, and Confidentiality

• Adhere to call handling procedures, standard operating procedures, and applicable service-level requirements.
• Protect caller confidentiality and handle sensitive information in accordance with privacy, security, and data protection requirements.
• Participate in call monitoring, coaching, calibration, and quality assurance activities.
• Complete required training and refresher courses related to crisis response, communication, safety, compliance, and call handling.
• Immediately report any procedural, safety, or compliance concerns to the appropriate supervisor.

Qualifications

• Bachelors degree or relevant post-secondary education is an advantage.
• Previous experience in a call center, customer service, help desk, emergency hotline, healthcare support, employee assistance, or similar environment is preferred.
• Excellent verbal communication and active listening skills.
• Strong customer service orientation with the ability to demonstrate empathy while maintaining professional boundaries.
• Ability to remain calm and focused when dealing with distressed, emotional, or difficult callers.
• Good judgment and ability to follow established procedures during high-pressure situations.
• Strong attention to detail and accurate documentation skills.
• Basic computer proficiency and ability to navigate multiple systems while speaking with callers.
• Ability to maintain confidentiality when handling sensitive information.
• Willingness to work rotating shifts, weekends, holidays, and overnight schedules when supporting a 24/7 operation.

Core Competencies

• Active Listening
• Empathy and Compassion
• Crisis Communication
• Customer Service
• Emotional Resilience
• Situational Awareness
• Sound Judgment
• De-escalation Skills
• Effective Escalation
• Attention to Detail
• Accurate Documentation
• Confidentiality and Professionalism
• Adaptability and Teamwork