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What does a Call Center Analyst do?

Photo of Brenna Goyette
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)

Editorial staff

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Editor

Brenna Goyette

Expert Verified

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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