Call center analysts are responsible for the successful delivery of services from one entity to another. These analysts will ensure that their company has consistent service output, and they will often be in charge of creating monthly reports of the company’s service increases and decreases. Some call center analysts will be in charge of scheduling other people that would be considered their subordinates. Many call center analysts will work closely with service operation managers within a company to address any issues among employees in the facility and to review employee performance.
Call center analysts will need to be quite computer savvy, as much of their work is done through certain programs to document call volumes and service trends. It is also the duty of a call center analyst to work closely with management to devise plans to increase sales and services to clients.
Education requirements to become a call center analyst usually require a bachelor’s degree in business or business administration. It is essential for a potential call center analyst to have fantastic listening skills and great communication skills. Attention to detail will allow the person to excel as a call center analyst. The majority of a call center analyst’s job will be listening to the feedback of other employees and clients and communicating with others in a way that will benefit their company. All work is traditionally completed within an indoor setting, oftentimes in service headquarters.
Call Center Analyst Tasks
Tracks, analyse call flow, patterns, service levels and abandon rates.
Report on findings and recommends solution to management to ensure productivity standards are met.