How To Become A Call Center Analyst: What It Is and Career Path

What is a call center analyst and how to become one

Updated January 8, 2025

4 min read

Quoted expert

Dr. Mark Evans

A call center analyst is an individual responsible for analyzing data to improve the performance of a call center. They collect and interpret data related to call volume, customer satisfaction, and agent performance, and use that information to identify areas for improvement and develop strategies to optimize call center operations. They may also be responsible for creating reports and presentations that communicate their findings to key stakeholders within the organization.

What general advice would you give to a call center analyst?

Dr. Mark Evans

Area Chair and Dale K. Cline Associate Dean for Accountancy, Wake Forest University

Add value beyond what you are asked to do. Take ownership of your work. Volunteer for the most difficult jobs and clients.

ScoreCall Center AnalystUS Average

Salary

3.7

Avg. Salary $47,153

Avg. Salary $59,228

Stability level

6.7

Growth rate 10%

Growth rate 0.3%

Diversity

6.5

Race

American Indian and Alaska Native 0.41%

Asian 10.54%

Black or African American 11.95%

Hispanic or Latino 15.93%

Unknown 5.36%

White 55.82%

Gender

female 51.24%

male 48.76%

Age - 41

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 41

Stress level

6.7

Stress level is high

7.1 - high

Complexity level

6.5

Complexity level is challenging

7 - challenging

Work life balance

7.4

Work life balance is good

6.4 - fair

What are the pros and cons of being a call center analyst?

Pros

Good opportunity for career growth
Possibility of working remotely
Chance to develop communication skills
Challenging and dynamic work environment
Competitive salary and benefits package

Cons

High stress environment
Dealing with difficult customers
Repetitive tasks can lead to burnout
Tight deadlines and high expectations
The possibility of working long hours

Key steps to become a call center analyst

Explore call center analyst education requirements

Most common call center analyst degrees

Bachelor's

56.3 %

Associate

23.3 %

High School Diploma

8.3 %

Start to develop specific call center analyst skills

Skills	Percentages
PowerPoint	9.64%
SQL	5.97%
Avaya	5.62%
Management System	4.79%
Data Analysis	4.24%

Complete relevant call center analyst training and internships

Accountants spend an average of 3-6 months on post-employment, on-the-job training. New call center analysts learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a call center analyst based on U.S. Bureau of Labor Statistics data and data from real call center analyst resumes.

Research call center analyst duties and responsibilities

Optimize customer experience by managing market call routing and invoking IVR messaging.
Configure and manage issues with Cisco VPN routers provide to member credit unions.
Manage communication between IVR vendor, IntervoiceBrite (IVB), NUI management, and project team.
Manage workforce scheduling of employees as well as call volume forecasting for the inbound and outbound ACD environments.

Prepare your call center analyst resume

When your background is strong enough, you can start writing your call center analyst resume.

You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a call center analyst resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.

Choose from 10+ customizable call center analyst resume templates

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