NTT DATA is seeking a Senior Analyst for our call center operations. This role blends individual sales performance with crucial team support, including coaching, subject matter expertise, and managing escalations. Join a global organization that prioritizes talent growth and an inclusive environment where your contributions truly matter.

Key responsibilities include managing complex and high-value sales interactions, acting as a Subject Matter Expert (SME) to provide floor support for agents, and mentoring team members. You will monitor call quality, offer constructive feedback, and assist with onboarding and training. The role also involves tracking team and individual performance, handling critical escalations, and supporting reporting initiatives.

This position requires a proactive approach to performance management and continuous improvement within the team. You will play a vital part in ensuring high standards of customer service and sales effectiveness.

We are looking for candidates with 2-5 years of experience in an international BPO or sales environment. Strong sales acumen and excellent communication skills are essential. The ability to coach and mentor others, coupled with robust objection handling capabilities, is crucial.

Ideal candidates will demonstrate a strong capacity for multitasking effectively under pressure. Previous experience as an SME or in team handling is preferred. This role operates on a US-Canada Shift, involving night shifts, with a 10-hour work schedule per shift. Company-provided pick-up and drop facilities are available for night shifts.