Senior Crisis Support Analyst (24/7 Help Desk)

NTT DATA, Inc.; Metro Manila; On-site; PHP 179,000 - 312,000; Full time

Job summary

NTT DATA, Inc. in Metro Manila seeks a Crisis Help Desk Call Center Agent to be the first point of contact for individuals in crisis. You will handle inbound calls with empathy, gather information, assess urgency, and escalate as required.

You will follow scripted protocols, maintain calm under pressure, document interactions accurately, and coordinate with crisis teams while protecting confidentiality. Flexibility for rotating shifts, weekends, and overnight schedules is required.

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.

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, 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.
• 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

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

Education

Bachelor's degree or relevant post-secondary education

Job description

NTT DATA, Inc. in Metro Manila seeks a Crisis Help Desk Call Center Agent to be the first point of contact for individuals in crisis. You will handle inbound calls with empathy, gather information, assess urgency, and escalate as required.

You will follow scripted protocols, maintain calm under pressure, document interactions accurately, and coordinate with crisis teams while protecting confidentiality. Flexibility for rotating shifts, weekends, and overnight schedules is required.