Call Center Senior Analyst
NTT DATA BUSINESS SOLUTIONS · Gurugram · onsite · Posted 51d ago
Undisclosed5–10 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
Role Summary: Hybrid role combining individual sales contribution with team support responsibilities including coaching, SME support, and escalation handling.
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
- Shift Timing: US/Canada Shift (Night Shift aligned to North American time zones)
- Working Hours: 10 hours per shift (including breaks as per company policy)
- Work Mode: 100% Work from Office
- Transportation: Company-provided pick-up and drop facility (for night shifts)
- Strong sales experience (telecom/BPO preferred)
- Excellent communication skills
- Coaching and mentoring ability
- Strong objection handling skills
- Ability to multitask under pressure
- 35 years in international BPO/sales
- SME/team handling experience preferred
Sourced from naukri
Skills
Call QualityEscalation HandlingAgilehandle escalationsTeam HandlingCall CenterDentalTransportationOnboardingCommunication SkillsInternational BPOSalesobjection handlingbpoTelecom
About NTT DATA Business Solutions
NTT DATA BUSINESS SOLUTIONS
IT Services & Consulting
4k+
employees
1989
37 years old
Hyderabad / Secunderabad, Telangana
India
About
NTT DATA Business Solutions helps clients innovate and transform through expert SAP solutions, advisory, implementation, and managed services.
Industries
IT Services & Consulting
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