call centre analyst

Job Zone

1. 1
2. 2
3. 3
4. 4
5. 5

Zone 3: Medium Preparation Needed

Medium preparation. Vocational training, related on-the-job experience, or an associate degree, with one to two years of training that combines experience and informal instruction.

Job Zone is O*NET's rating of how much education, experience and training an occupation typically needs — a property of the work, not of anyone doing it.

Occupational interest profile

ECSEnterprising · Conventional · Social — the three strongest interests, in order

• E Enterprising6.90
• C Conventional5.70
• S Social4.33
• R Realistic1.58
• I Investigative1.38
• A Artistic1.00

RIASEC (Holland) interests on O*NET's 0–7 scale: what the work draws on, not what any individual prefers. Hover a row for what each dimension means.

Job Zone and interest data are borrowed from First-Line Supervisors of Office and Administrative Support Workers (43-1011.00): in the official ESCO–O*NET crosswalk, a broader O*NET occupation that includes this one, and the best-ranked match that has them. ESCO doesn't publish them directly.

Typically associated skills

Essential (20)

ESCO's essential and optional tags describe how its taxonomy relates a skill to this occupation. They are not the essential functions of a job under the ADA, which an employer determines for its own role.

• analyse call centre activities
• analyse call performance trends
• apply numeracy skills
• apply statistical analysis techniques
• call quality assurance management
• call routing
• call-centre technologies
• 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