Call Center Senior Analyst at NTT DATA, Inc. in Gurugram, IN-HR, India
- Company: NTT DATA, Inc.
- Location: Gurugram, IN-HR, India
- Posted: Sep 22, 2026
- Type: Full-time
- Experience: 5+ years
Overview
The Call Centre Senior Analyst at NTT DATA is responsible for managing complex and high-value sales calls, providing expert support to agents, and coaching team members. The role involves handling escalations, supporting onboarding and training, and tracking performance. Candidates should have 2–5 y…
Job description
- The Call Centre Senior Analyst at NTT DATA is responsible for managing complex and high-value sales calls, providing expert support to agents, and coaching team members. The role involves handling escalations, supporting onboarding and training, and tracking performance. Candidates should have 2–5 years of experience in international BPO or sales, with strong sales and communication skills. The position is based in India, with a US–Canada shift schedule and requires working from the office. SME and team handling experience is preferred. The role offers opportunities for career growth within a global, inclusive environment.
- 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
Requirements
- • Strong sales experience (telecom/BPO preferred)
- • Excellent communication skills
- • Coaching and mentoring ability
- • Strong objection handling skills
- • Ability to multitask under pressure
- • 2–5 years in international BPO/sales
- • SME/team handling experience preferred
Skills
Required
- Excellent communication skills
- Coaching and mentoring ability
- Strong objection handling skills
- Ability to multitask under pressure
Preferred
- SME/team handling experience
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)
About NTT DATA, Inc.
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. • 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.