BPO Business Support Specialist

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. What else does NTT DATA Offer? We’re glad you asked! • All equipment required for you to be successful in your role • Virtual paid training • Comprehensive benefits package (medical, vision, and dental) • Employee Assistance Program • RRSP program options • Short- and Long-Term Disability options • Rewards and Recognition programs • Internal career advancement opportunities 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 The Sales Team Leader is responsible for leading a team of outbound sales agents, driving revenue targets, ensuring KPI delivery, and maintaining strong client relationships through effective coaching and operational management. Key Responsibilities: Team Leadership & Performance Management • Lead, manage, and develop a team of outbound sales agents • Drive daily, weekly, and monthly sales targets and KPIs • Conduct regular performance reviews and coaching sessions • Motivate and engage team members to maximize productivity Coaching & Development • Provide structured coaching through side-by-side and remote monitoring • Develop individual performance improvement plans • Enable skill development through feedback and training interventions • Drive quartile performance improvement across the team Sales & Operational Execution • Manage daily KPI delivery and operational performance • Ensure adherence to dialer usage, lead management, and sales processes • Monitor interval-level productivity and adherence • Support resolution of customer concerns to enhance experience Reporting & Analytics • Track and report team performance metrics to internal and external stakeholders • Analyze trends and implement corrective actions • Forecast performance and manage sales delivery cadence Stakeholder & Client Management • Act as a key point of contact for client communication • Build strong relationships and ensure alignment with expectations • Represent team performance in business reviews Process & Continuous Improvement • Implement sales strategies and performance improvement initiatives • Participate in calibration sessions to ensure consistency • Drive adoption of best practices and new technologies Required Skills • Strong leadership and team management capability • Deep understanding of sales KPIs and forecasting • Excellent coaching and mentoring skills • Strong communication and stakeholder management • Analytical and data-driven decision-making ability Eligibility • 5+ years of sales experience • 2–3 years in team leadership role • Telecom/BPO experience preferred"""