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The differences between call center analysts and lead technicians can be seen in a few details. Each job has different responsibilities and duties. It typically takes 1-2 years to become both a call center analyst and a lead technician. Additionally, a lead technician has an average salary of $90,615, which is higher than the $47,153 average annual salary of a call center analyst.
The top three skills for a call center analyst include powerpoint, SQL and avaya. The most important skills for a lead technician are java, architecture, and digital transformation.
| Call Center Analyst | Lead Technician | |
| Yearly salary | $47,153 | $90,615 |
| Hourly rate | $22.67 | $43.56 |
| Growth rate | 10% | 10% |
| Number of jobs | 44,065 | 250,590 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 50% |
| Average age | 42 | 42 |
| Years of experience | 2 | 2 |
Call center analysts monitor and provide actionable insight and assess customer experience during their interaction with the call center associates. The analysts collect information to help improve call center agents. They use an evaluation form to capture any important information. It is their responsibility to have a successful service delivery from entity to entity. They make certain that their enterprise contains consistent service output and establish monthly reports of the success of the company.
Lead technicians are technicians who oversee the technical needs of a specific project or department. They are usually tenured employees, and their familiarity with the company's technical and technological processes, software, and hardware would be a great advantage in succeeding in their role. Lead technicians are responsible for installing, updating, and maintaining various software and hardware components in the office. They often manage a group of technicians, and they ensure that the group they manage is properly trained and well-versed on the processes of the company. Lead technicians are expected to have strong analytical skills and decision-making skills.
Call center analysts and lead technicians have different pay scales, as shown below.
| Call Center Analyst | Lead Technician | |
| Average salary | $47,153 | $90,615 |
| Salary range | Between $32,000 And $68,000 | Between $67,000 And $121,000 |
| Highest paying City | Quincy, MA | San Francisco, CA |
| Highest paying state | New York | California |
| Best paying company | Apple | Meta |
| Best paying industry | Energy | Retail |
There are a few differences between a call center analyst and a lead technician in terms of educational background:
| Call Center Analyst | Lead Technician | |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 50% |
| Most common major | Business | Computer Science |
| Most common college | Stanford University | Massachusetts Institute of Technology |
Here are the differences between call center analysts' and lead technicians' demographics:
| Call Center Analyst | Lead Technician | |
| Average age | 42 | 42 |
| Gender ratio | Male, 48.8% Female, 51.2% | Male, 83.4% Female, 16.6% |
| Race ratio | Black or African American, 11.9% Unknown, 5.4% Hispanic or Latino, 15.9% Asian, 10.5% White, 55.8% American Indian and Alaska Native, 0.4% | Black or African American, 10.4% Unknown, 5.3% Hispanic or Latino, 15.1% Asian, 15.1% White, 53.6% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |