What does a call center analyst do?
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.
Call center analyst responsibilities
Here are examples of responsibilities from real call center analyst resumes:
- 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.
- Create and distribute a monthly SEO report and lead ongoing efforts to improve organic rankings and establish inbound links.
- Lead the effort to create and develop the program's YouTube channel to include tagging and writing descriptions for each video.
- Provide customer support involving issues, problems and/or questions that stem from the online systems using CRM.
- Ensure all duties are complete and accurate within the QA department.
- Design marketing displays with Photoshop and InDesign for social media websites.
- Use CMS to monitor agents and work with telecom to ensure proper routing.
- Monitor and assist call center managers and agents with Avaya relate issues in all regions.
- Collect data from an automatic call distribution (ACD) system to generate statistical reports.
- Utilize Photoshop to resize and manipulate digital images for use in newsletters, articles and the digital resource library.
- Mange a team of consultants in the evening to distribute the NT 4.0 (and some Win95) corporate desktop.
- Project involve gathering and documenting needs of cross-functional business units within the county/ city government for the call center CRM database.
Call center analyst skills and personality traits
We calculated that 10% of Call Center Analysts are proficient in PowerPoint, SQL, and Avaya. They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills.
We break down the percentage of Call Center Analysts that have these skills listed on their resume here:
- PowerPoint, 10%
Utilized in MS Word, Excel, Access, PowerPoint
- SQL, 6%
Involved with complex IVR call flow, SQL DB reporting, requirements gathering, and User Acceptance Testing.
- Avaya, 6%
Monitor agent adherence to work schedules on a real-time basis, via IEX TotalView and Avaya CMS software.
- Management System, 5%
Monitor real-time call volumes-to-phone associates using the queue management system and the agent schedule adherence application.
- Data Analysis, 4%
Provide summary reporting and data analysis for call center volume and productivity to maximize staffing and meet service level commitments.
- IVR, 4%
Worked in different IVR applications - Customer Support, AG, Energy, Engineering Support.
Common skills that a call center analyst uses to do their job include "powerpoint," "sql," and "avaya." You can find details on the most important call center analyst responsibilities below.
Customer-service skills. One of the key soft skills for a call center analyst to have is customer-service skills. You can see how this relates to what call center analysts do because "computer support specialists must be patient and sympathetic." Additionally, a call center analyst resume shows how call center analysts use customer-service skills: "provided significant inputs and suggestions for improving overall customer support within the organization, in close collaboration with senior management. "
Listening skills. Another soft skill that's essential for fulfilling call center analyst duties is listening skills. The role rewards competence in this skill because "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." According to a call center analyst resume, here's how call center analysts can utilize listening skills in their job responsibilities: "analyzed customer's mrp and communicated any possible production and logistics constraints to upper management as well as customers. "
Speaking skills. Another skill that relates to the job responsibilities of call center analysts is speaking skills. This skill is critical to many everyday call center analyst duties, as "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." This example from a resume shows how this skill is used: "prepared and presented weekly metrics to call center management, as well as validating reporting used. "
Writing skills. call center analyst responsibilities often require "writing skills." The duties that rely on this skill are shown by the fact that "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." This resume example shows what call center analysts do with writing skills on a typical day: "manage 100+ direct reports including supervisory staff to ensure compliance with all work processes and underwriting guidelines. "
Problem-solving skills. Another crucial skill for a call center analyst to carry out their responsibilities is "problem-solving skills." A big part of what call center analysts relies on this skill, since "support workers must identify both simple and complex computer problems, analyze them, and solve them." How this skill relates to call center analyst duties can be seen in an example from a call center analyst resume snippet: "level 1 call center analyst work with the remote resolution team providing customer support for 9,000 remote users nationwide. "
The three companies that hire the most call center analysts are:
- InfoCision
31 call center analysts jobs
- Spectrum12 call center analysts jobs
- HCTec4 call center analysts jobs
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Compare different call center analysts
Call center analyst vs. Information technology specialist
An Information Technology Specialist, also known as a Computer Professional or IT Specialist, is responsible for the computer support of an establishment or individual. Most of the duties require extensive and proactive knowledge of Information Technology, such as in the aspects of network and systems administration, security and information, hardware and software management, troubleshooting, and more. The tasks of an IT Specialist are diverse. It is not limited to installation or activation, as it also involves monitoring, management, and analyzation.
While similarities exist, there are also some differences between call center analysts and information technology specialist. For instance, call center analyst responsibilities require skills such as "sql," "avaya," "data analysis," and "ivr." Whereas a information technology specialist is skilled in "customer service," "troubleshoot," "computer system," and "database." This is part of what separates the two careers.
Information technology specialists earn the highest salaries when working in the technology industry, with an average yearly salary of $84,905. On the other hand, call center analysts are paid more in the energy industry with an average salary of $61,648.On average, information technology specialists reach similar levels of education than call center analysts. Information technology specialists are 1.9% more likely to earn a Master's Degree and 0.3% more likely to graduate with a Doctoral Degree.Call center analyst vs. Support specialist
A support specialist is responsible for assisting technical and administrative support, depending on the business need. Support specialists must have extensive knowledge of the services of the organization they work for to assist customers with their inquiries and resolve complaints efficiently. A support specialist maintains documents of issue resolution, providing recommendations to improve business strategies and procedures. Support specialists must be well-versed on technology systems, perform basic troubleshooting, and secure databases. They should also have impeccable customer service and communication skills to attend with customers' needs and requests.
In addition to the difference in salary, there are some other key differences worth noting. For example, call center analyst responsibilities are more likely to require skills like "avaya," "data analysis," "ivr," and "escalate." Meanwhile, a support specialist has duties that require skills in areas such as "customer service," "patients," "mental health," and "social work." These differences highlight just how different the day-to-day in each role looks.
Support specialists may earn a lower salary than call center analysts, but support specialists earn the most pay in the technology industry with an average salary of $49,388. On the other hand, call center analysts receive higher pay in the energy industry, where they earn an average salary of $61,648.In general, support specialists achieve similar levels of education than call center analysts. They're 0.9% more likely to obtain a Master's Degree while being 0.3% more likely to earn a Doctoral Degree.Call center analyst vs. Trainee
Trainees' general responsibility is to familiarize themselves with the best practices and processes of their chosen careers. Some of the trainee's duties include shadowing with a tenured employee to understand various tasks, taking practical examinations to test knowledge extent, maintaining the eagerness to learn and a positive working attitude, assisting with customer inquiries, escalating concerns, and maintaining record progress. A trainee should be a team player, a fast learner, and the ability to handle constructive criticisms for improvement.
The required skills of the two careers differ considerably. For example, call center analysts are more likely to have skills like "sql," "avaya," "data analysis," and "ivr." But a trainee is more likely to have skills like "customer service," "cdl," "work ethic," and "strong work ethic."
Trainees earn the best pay in the finance industry, where they command an average salary of $41,186. Call center analysts earn the highest pay from the energy industry, with an average salary of $61,648.trainees typically earn higher educational levels compared to call center analysts. Specifically, they're 6.8% more likely to graduate with a Master's Degree, and 1.3% more likely to earn a Doctoral Degree.Call center analyst vs. Information technology technician
An information technology technician, also known as an IT technician, is responsible for ensuring that all computer systems in a company or organization are running smoothly and efficiently. Their duties primarily revolve around installing and maintaining systems, including software and hardware, and resolving any issues. They also provide technical support such as troubleshooting, navigation, and even system upgrades. Furthermore, an information technology technician can choose whether to work for a company or independently.
Types of call center analyst
Updated January 8, 2025
