call centre analyst
Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.
Also called: CRM data analyst, trainee call centre analyst, assistant call centre analyst, sales data analyst, assistant data analyst, marketing data analyst, call center agent, trainee data analyst
- 20
- essential skills
- 9
- optional skills
- 8
- related roles
- 3341
- ISCO-08 group
Where you can go from here
8 rolesOccupations sharing the most essential skills with this one. The number is a count, not an opinion.
- call centre supervisor6 skills in common
- call centre quality auditor5 skills in common
- credit risk analyst5 skills in common
- airport director4 skills in common
- statistical assistant4 skills in common
- agricultural machinery and equipment distribution manager3 skills in common
- dairy products and edible oils distribution manager3 skills in common
- metals and metal ores distribution manager3 skills in common
Essential skills
20- analyse call centre activities
- analyse call performance trends
- apply numeracy skills
- apply statistical analysis techniques
- call quality assurance management
- call routing
- call-centre technologies
- carry out statistical forecasts
- complete evaluation forms of calls
- comply with legal regulations
- create solutions to problems
- gather data
- have computer literacy
- inspect data
- perform data analysis
- provide objective assessments of calls
- report call errors
- run simulations
- train staff on call quality assurance
- write work-related reports
Definition and skills from ESCO, published by the European Commission. Source concept
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How close are you to being a call centre analyst?
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