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Overview
Call centre analysts study call-centre activity, performance trends and quality data so supervisors can understand service flow, errors, forecasts and training needs. The work combines call technologies, statistical analysis, reports and objective call assessments.
In job descriptions, look for call routing, call quality assurance, performance trends, statistical forecasts, data gathering, evaluation forms, call errors, dashboards, spreadsheets, databases, information security and staff training.
Explore this occupation
Search jobsWork context
Call centre analysts work between operations, quality assurance and reporting. They use call-centre systems, routing data, evaluation forms and performance trends to explain what is happening in the service flow.
Skills and specializations
Important skills include statistical analysis, forecasts, data gathering, call-quality assessment, error reporting, spreadsheets, databases and visual presentation. Training staff on quality assurance can be part of more operational roles.
Salary context
Salary context depends on data complexity, volume of calls, reporting cadence, forecasting responsibility, contact with supervisors, information-security expectations and whether the role only reports trends or also improves processes.
Career paths
Entry can come from call-centre work, office supervision, data support, quality assurance or administrative reporting. Development may move toward workforce planning, service analytics, operations management or customer-experience quality roles.
Good to know
Check whether adverts name the call platform, routing metrics, quality forms, forecast horizon, dashboard tools and who uses the reports. That helps separate analyst work from ordinary agent supervision.
Editorial note
This guide gives editorial career context for call centre analyst work. It is not official labour-market statistics or salary data.
Map overview
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O*NET relationships
See occupations connected to this ESCO occupation in the official O*NET–ESCO mapping. The relationship type comes from the source and is not a ranking or recommendation.
O*NET relationships: 1
First-Line Supervisors of Office and Administrative Support Workers
43-1011.00
O*NET occupation is broader
The O*NET occupation covers a broader field of work than this ESCO occupation.
Open in O*NETSource and method
These relationships come from the official European Commission O*NET–ESCO crosswalk.
Relationship direction: O*NET occupation to ESCO occupation.
Several O*NET occupations can point to the same ESCO occupation, and one O*NET occupation can point to several ESCO occupations.
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Alternative labels
CRM data analyst
call centre reporting analyst
marketing data analyst
call center agent
trainee data analyst
call center analyst
contact centre analyst
sales data analyst
graduate data analyst
customer data analyst
assistant data analyst
senior call centre analyst
service desk analyst
assistant call centre analyst
senior data analyst
graduate call centre analyst
trainee call centre analyst
IT data analyst
call centre operations analyst
Occupation group
Office supervisors (3341)
Source facts
| ESCO URI | http://data.europa.eu/esco/occupation/30ca97f4-a4fd-4189-a781-ac08f6b09b78 |
|---|---|
| ESCO code | 3341.1 |
| ISCO group | 3341 |
| Concept type | Occupation |