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Call center analyst skills for your resume and career

Updated January 8, 2025

6 min read

Quoted expert

Dr. Mark Evans

Below we've compiled a list of the most critical call center analyst skills. We ranked the top skills for call center analysts based on the percentage of resumes they appeared on. For example, 9.6% of call center analyst resumes contained powerpoint as a skill. Continue reading to find out what skills a call center analyst needs to be successful in the workplace.

15 call center analyst skills for your resume and career

1. PowerPoint

Here's how call center analysts use powerpoint:

Utilized in MS Word, Excel, Access, PowerPoint
Used Microsoft Office, Word, Excel and Powerpoint software programs extensively to accomplish the requirements for the position.

2. SQL

Here's how call center analysts use sql:

Involved with complex IVR call flow, SQL DB reporting, requirements gathering, and User Acceptance Testing.
Installed DENCAS (Navy Dental Management Software) remote software utilizing Microsoft SQL server.

3. Avaya

Avaya is a multinational company that specializes in facilitating business communications all over the world.

Here's how call center analysts use avaya:

Monitor agent adherence to work schedules on a real-time basis, via IEX TotalView and Avaya CMS software.
Managed call center reports utilizing Avaya ACD, CMS, IEX and ensured accuracy and distribution compliance.

4. Management System

A management system is a set of policies, processes, and procedures taken by an organization or a business to ensure it can fulfill its tasks and achieve its objectives. A management system makes sure that the company excels financially and improves the user experience. The management system also takes care of the worker's and employees' needs and manages their workload and oversees their performance. Apart from interior matters of the company, a management system also deals with exterior matters like legislations, tax matters, and law issues.

Here's how call center analysts use management system:

Monitor real-time call volumes-to-phone associates using the queue management system and the agent schedule adherence application.
Created and negotiated schedules in Workforce Management system to meet division performance and productivity requirements.

5. Data Analysis

Here's how call center analysts use data analysis:

Provide summary reporting and data analysis for call center volume and productivity to maximize staffing and meet service level commitments.
Delivered productivity and data analysis management, identifying and managing a variety of mass change updates and reconciliations.

6. IVR

An Interactive Voice Response is a customer service system that operates telephonically by automating calls to your business. This technology monitors the synthesis of touch-tone and voice inputs. A user can access a database of information via phone.

Here's how call center analysts use ivr:

Worked in different IVR applications - Customer Support, AG, Energy, Engineering Support.
Design, develop, and deploy IVR and Symposium reports on BusinessObjects platform.

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7. Escalate

Escalation occurs when a client's requests cannot be met by a general assistant or clerk and must be passed on to a manager. However, escalation could also come about within a larger corporation involving smaller team groups; if a serious error was made by one of these groups, the error may immediately be brought to the group manager's attention to ensure the project is completed.

Here's how call center analysts use escalate:

Escalate problems as appropriate following HealthQuest procedures.
Escalate issues to appropriate levels and followed-up with clients to confirm a satisfactory resolution.

8. Analyze Data

Analyze data or data analysis refers to the practice of studying, organizing, and transforming data to make it more useful. It also includes the cleansing of non-useful information which helps in better decision making regarding any particular matter. Analyze data is a practice that is used widely in the field of business, social sciences, and science.

Here's how call center analysts use analyze data:

Analyze data for the purpose of predicting future call volumes and to make staffing recommendations.
Analyze data in order to support business needs.

9. Call Monitoring

Here's how call center analysts use call monitoring:

Prepared and analyzed call monitoring quality reports and develop recommendations to enhance individual performance through coaching and mentoring.
Recommended process improvements based on call monitoring trends and customer satisfaction data.

10. CRM

CRM stands for Customer relationship management and it is a complete process through which a business or organization monitors and administers its interactions with the customers. A process in which large amounts of data are collected through marketing via a company's website, polls, surveys, and other social media applications. The basic goal of CRM is to target the right audience for their product, and then fulfill their needs, to increase the sales and revenue of the company.

Here's how call center analysts use crm:

Project involved gathering and documenting needs of cross-functional business units within the county/ city government for the call center CRM database.
Recorded all call notes thoroughly & accurately in CRM databases called DTS & Magic.

11. CMS

A Content Management System or CMS is computer software that works as a framework where content can be assembled and managed by using a database. CMS is an important asset in web development. This platform enables users to create, edit, collaborate on, publish and store digital content. It helps users to manage their content and modify it from a single system.

Here's how call center analysts use cms:

Project manager for multiple tasks including: o Managed security and telecommunication programing in CMS for multiple call centers.
Update iNova Wallboards, CMS groups, Aspect data and eWFM scheduled to report real-time information.

12. Customer Satisfaction

Here's how call center analysts use customer satisfaction:

Defined and manage projects with internal and/or external business partners supporting improving quality and customer satisfaction results.
Addressed business needs by implementing measurable goals for customer satisfaction scores and efficiency totals.

13. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how call center analysts use technical support:

Provided second level technical support for mainframe and distributive systems.
Provided Tier 2 technical support responding to calls and tickets to manage fallout events resulting from the Wireless Number Portability process.

14. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how call center analysts use customer care:

Provided staffing recommendations and hiring projections for Customer Care.
Created and maintained company's troubleshooting web page for the use of the Intranet Customer Care team and all new hires/trainees.

15. Center Management

Here's how call center analysts use center management:

Advise Call Center Management of expected performance concerns and recommend solutions.
Analyzed all call data from the Aspect phone systems and provided call statistics and findings to call center management.

5 Call Center Analyst resume examples

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Dr. Mark Evans

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

Don't stop learning. Treat your first job like more graduate school. Learn everything you can.

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List of call center analyst skills to add to your resume

The most important skills for a call center analyst resume and required skills for a call center analyst to have include:

PowerPoint
SQL
Avaya
Management System
Data Analysis
IVR
Escalate
Analyze Data
Call Monitoring
CRM
CMS
Customer Satisfaction
Technical Support
Customer Care
Center Management
Process Improvement

Outbound Calls
Identify Trends
Call Center Management
Troubleshoot Issues
ACD
Call Centers
Customer Support
SharePoint
PBX
Capacity Planning
Call Center Support
Inbound Calls
Call Handling
QA
Windows
Customer Calls

IEX
System Issues
Agent Performance
Technical Issues
Telecom
Software Issues
Phone Support
KPI
Telephone Calls
WFM
Password Resets
Historical Data
Customer Inquiries
Time Monitoring
Trouble Tickets
SLA

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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