Contact Center Analyst Career

Functional Skills are essential skills that help individuals perform tasks effectively in everyday life, work, and education.

Data Analysis and Interpretation

Performance Monitoring and Reporting

Customer Service Expertise

Process Improvement and Optimization

Communication and Interpersonal Skills

Quality Assurance and Compliance

Workforce Management

Problem-Solving and Critical Thinking

Technical Proficiency

Customer Journey Mapping

Communication, teamwork, and critical thinking to ensure seamless project execution.

Technical Skills are specialized abilities and knowledge needed to perform specific tasks or functions.

Task

95%

Analyze contact center data to identify trends and areas for improvement in customer service.

92%

Develop and implement strategies to optimize contact center performance and efficiency.

90%

Monitor key performance indicators (KPIs) such as call volume, handle time, and customer satisfaction.

88%

Create reports and dashboards to communicate contact center performance to stakeholders.

85%

Collaborate with other departments to resolve customer issues and improve the overall customer experience.

82%

Conduct regular quality assurance checks to ensure agents are adhering to company policies and procedures.

80%

Provide training and coaching to contact center agents to improve their skills and knowledge.

78%

Manage and maintain contact center technology, including phone systems and CRM software.

75%

Stay up-to-date on industry trends and best practices in contact center management.

72%

Develop and maintain documentation for contact center processes and procedures.

70%

Assist in the development of contact center budgets and forecasts.

68%

Participate in the selection and implementation of new contact center technologies.

Work Activities

Detailed Work Profile

Interests