WHAT IS A CALL CENTER WORKFORCE ANALYST JOB?
A call center workforce analyst job is a specialized position in the customer service industry that involves analyzing data and creating reports on the performance of call center agents and the overall effectiveness of call center operations. The main responsibility of a workforce analyst is to ensure that the call center is staffed with the right number of agents at the right time to meet customer demand and provide quality service.
WHAT USUALLY DO IN THIS POSITION?
In this position, a call center workforce analyst is responsible for analyzing call center data to identify trends, patterns, and opportunities for improvement. They also develop and maintain staffing models, schedules, and forecasts to ensure that the call center is staffed appropriately at all times. Additionally, a workforce analyst will work closely with call center managers and supervisors to provide guidance and recommendations on how to improve call center performance.
TOP 5 SKILLS FOR POSITION
- Analytical skills
- Problem-solving skills
- Attention to detail
- Excellent communication skills
- Proficiency in data analysis and reporting software
HOW TO BECOME THIS TYPE OF SPECIALIST?
To become a call center workforce analyst, you will need a bachelor's degree in a related field such as statistics, mathematics, or business administration. Previous experience in a call center environment is also essential. Additionally, you will need to have strong analytical skills and be proficient in data analysis and reporting software.
AVERAGE SALARY
According to Glassdoor, the average salary for a call center workforce analyst in the United States is $60,000 per year. However, salaries can vary widely depending on factors such as location, experience, and industry.
ROLES AND TYPES
There are various roles and types of call center workforce analyst jobs, including:
- Real-Time Analyst: This type of workforce analyst is responsible for monitoring call center operations in real-time to ensure that service levels are met and any issues are addressed promptly.
- Forecasting Analyst: A forecasting analyst is responsible for analyzing historical data and creating forecasts for future call volumes and staffing needs.
- Scheduling Analyst: A scheduling analyst is responsible for creating and maintaining call center schedules to ensure that the center is staffed appropriately at all times.
- Reporting Analyst: A reporting analyst is responsible for analyzing call center data and creating reports to provide insights into call center performance and identify opportunities for improvement.
LOCATIONS WITH THE MOST POPULAR JOBS IN USA
The top cities in the United States for call center workforce analyst jobs are:
- Phoenix, AZ
- Dallas, TX
- Tampa, FL
- Atlanta, GA
- Chicago, IL
WHAT ARE THE TYPICAL TOOLS
Call center workforce analysts typically use a variety of tools to perform their job duties, including:
- Workforce Management Software
- Call Recording and Monitoring Software
- Performance Management Software
- CRM Systems
- Data Analysis and Reporting Software
IN CONCLUSION
In conclusion, call center workforce analyst jobs are critical in ensuring that call centers are staffed appropriately and providing quality service to customers. This position requires a combination of analytical skills, data analysis expertise, and call center experience. With the right education and experience, you can become a call center workforce analyst and help improve call center operations and customer satisfaction.