Description
Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.
EssentialOptional
Theoretical Knowledge
Practical Skills
analyse call centre activitiesapply numeracy skillstrain staff on call quality assurancerun simulationscomply with legal regulationsgather datacarry out statistical forecastsanalyse call performance trendsapply statistical analysis techniquescomplete evaluation forms of callswrite work-related reportshave computer literacyprovide objective assessments of callsinspect dataperform data analysiscreate solutions to problemsreport call errorsspeak different languagesensure compliance with company regulationsdeliver visual presentation of datause databasesreport accounts of the professional activityapply information security policiesuse spreadsheets software