Call Center Senior Analyst

Req ID: 368576

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Call Center Senior Analyst to join our team in Gurugram, Haryāna (IN-HR), India (IN).

About NTT DATA:

With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters.

A Career at NTT DATA Means:

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

Work Schedule & Benefits:

• 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)

Role Summary:

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

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

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,

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