Call Center Senior Analyst

NTT DATA SERVICES PHILIPPINES INC.; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

NTT DATA Services is seeking a Crisis Help Desk Call Center Agent to act as the first point of contact for individuals in crisis in Metro Manila. You will handle inbound calls with empathy, gather essential information, assess urgency, and follow crisis protocols to provide appropriate support.

The role requires active listening, calm judgment under pressure, strong documentation, and the ability to escalate to crisis response teams or emergency services when needed.

Qualifications

• Bachelor's degree or relevant post-secondary education preferred.
• Excellent verbal communication and active listening skills.
• Strong customer service orientation with empathy while maintaining boundaries.
• Ability to remain calm and focused on distressed callers.
• Good judgment and ability to follow procedures in high-pressure situations.

Responsibilities

• Receive and manage inbound calls related to crisis situations, emergencies, safety concerns, or requests for immediate assistance.
• Establish rapport with callers in a calm, professional, respectful, and empathetic manner.
• Practice active listening to understand caller situations and immediate concerns.
• Ask appropriate questions following scripts and crisis response protocols.
• Assess and categorize calls by urgency and escalation criteria, and provide guidance within scope.
• Escalate critical or life-threatening situations to emergency services or crisis teams as required.
• Document interactions clearly and update cases in the CRM system.
• Maintain case handover when follow-up or additional intervention is needed.
• Protect caller confidentiality and adhere to privacy and data protection requirements.

Skills

Verbal communication

Active listening

Empathy

Calm under pressure

Documentation

Confidentiality

24/7 shifts

Education

Bachelor's degree

Job description

Date: Oct 29, 2026

Location: Metro Manila, QUE, PH

Company: NTT DATA Services

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 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, 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

• Bachelor's 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

Job Segment:Call Center, Help Desk, Information Technology, Quality Assurance, CRM, Sales, Technology