call centre analyst | European Skills, Competences, Qualifications and Occupations (ESCO)

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3341 - Office supervisors

3341.1 - call centre analyst

3341.2 - call centre quality auditor

3341.3 - call centre supervisor

3341.4 - contact centre supervisor

3341.5 - data entry supervisor

3341.6 - field survey manager

3341.7 - office manager

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This concept is obsolete

call centre analyst

Technicians and associate professionals

Business and administration associate professionals

Administrative and specialised secretaries

Office supervisors

call centre analyst

Concept overview

Code

3341.1

Description

Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.

Alternative Labels

assistant call centre analyst

assistant data analyst

call center agent

call center analyst

call centre operations analyst

call centre reporting analyst

contact centre analyst

CRM data analyst

customer data analyst

graduate call centre analyst

graduate data analyst

IT data analyst

marketing data analyst

sales data analyst

senior call centre analyst

senior data analyst

service desk analyst

trainee call centre analyst

trainee data analyst

Regulatory Aspect

To see if and how this occupation is regulated in EU Member States, EEA countries or Switzerland please consult the Regulated Professions Database of the Commission. Regulated Professions Database:

http://ec.europa.eu/growth/single-market/services/free-movement-professionals/qualifications-recognition_en

Skills & Competences

Essential Skills and Competences

analyse call centre activities analyse call performance trends apply numeracy skills apply statistical analysis techniques 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

Essential Knowledge

call quality assurance management call routing call-centre technologies

Optional Skills and Competences

apply information security policies deliver visual presentation of data ensure compliance with company regulations report accounts of the professional activity speak different languages use databases use spreadsheets software

Optional Knowledge

information confidentiality teamwork principles

Skills & Competences

Concept status

Concept Uri

http://data.europa.eu/esco/occupation/30ca97f4-a4fd-4189-a781-ac08f6b09b78

Status

released