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What does a Call Center Analyst do?

Learn all about Call Center Analyst duties, skills and much more. Get expert advice on how to become a Call Center Analyst.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A call center analyst is responsible for analyzing and improving the efficiency of a call center. They may also be responsible for training new employees and managing customer service representatives.

Call Center Analyst job duties include:

  • Answer incoming calls and respond to customer requests
  • Research required information using available resources
  • Handle and resolve customer complaints
  • Identify and escalate priority issues per established protocols
  • Route calls to appropriate resource
  • Follow up on customer calls where necessary
  • Document all call information according to standard operating procedures
  • Recognize, document, and alert the supervisor of trends in customer calls
  • Stay current with system information, changes and updates

Call Center Analyst Job Requirements

Education: A bachelor's degree is typically required for this position.

Certification: Although not required, certification in a relevant field, such as customer service or computer science, may be beneficial.

Experience: Previous experience working in a call center is typically required for this position.

Call Center Analyst Skills

  • Active Listening
  • Communication
  • Patience
  • Problem Solving
  • Multi-tasking
  • Stress Management
  • Flexibility
  • Empathy
  • Customer Service
  • Typing
  • Computer Skills

Related: Top Call Center Analyst Skills: Definition and Examples

How to become a Call Center Analyst

A call center analyst is responsible for monitoring and evaluating the performance of a call center. They work to improve the efficiency of the center and its agents. In order to become a call center analyst, you will need to have strong analytical and problem-solving skills. You will also need to be able to effectively communicate with others.

If you are interested in becoming a call center analyst, there are a few things that you can do to increase your chances of success. First, consider pursuing a degree in business administration or a related field. This will give you the necessary skills and knowledge to excel in this role. Additionally, try to gain experience working in a call center or in customer service. This will help you better understand the inner workings of a call center and how to best optimize its performance.

Once you have the necessary skills and experience, you can begin applying for jobs as a call center analyst. Start by searching online job boards or company websites for open positions. When applying for jobs, be sure to highlight your analytical and problem-solving skills in your resume and cover letter. Additionally, be prepared to discuss your experience working in a call center or in customer service during your interview. With the right skills and experience, you can land the job you want and begin making a positive impact on the performance of a call center.

Related: Call Center Analyst Resume Example

Related: Call Center Analyst Interview Questions (With Example Answers)