CONTACT CENTER ANALYST SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Updated: Dec 26, 2024 - The Contact Center Analyst possesses expertise in call center management best practices and functional analytical skills, adept at tracking, trending, and interpreting results for strategic decision-making. This role entails robust forecasting abilities across communication channels like chat and text, coupled with advanced proficiency in Microsoft Office tools and workforce management software to optimize operations. The ability to synthesize complex data into well-organized, accurate documentation underscores their capability to lead process improvements and present insights effectively to diverse stakeholders.

Essential Hard and Soft Skills for a Standout Contact Center Analyst Resume
  • Data Analysis
  • CRM Software
  • Technical Support
  • Call Monitoring
  • Reporting Tools
  • Performance Metrics
  • Workflow Automation
  • Quality Assurance
  • Multichannel Communication
  • Troubleshooting
  • Communication
  • Problem Solving
  • Empathy
  • Active Listening
  • Stress Management
  • Adaptability
  • Team Collaboration
  • Customer Service Orientation
  • Time Management
  • Conflict Resolution

Summary of Contact Center Analyst Knowledge and Qualifications on Resume

1. BA in Business Analytics with 2 years of Experience

  • Excellent analytical, troubleshooting, and problem-solving skills!
  • Strong Critical thinking and decision-making, as well as solid attention to detail.
  • Excellent presentation, oral and written communication skills
  • Skilled in communicating in technical and non-technical terms.
  • Ability to forge positive working relationships, with global and diverse teams.
  • Ability to plan, organize and prioritize work while demonstrating flexibility to adapt to shifting priorities.
  • Ability to rely on experience and judgment to plan and accomplish objectives.
  • Self-directed, outstanding organization and prioritization skills
  • Results-oriented with strong follow-through skills.
  • A strong “customer service” orientation.
  • Knowledge of Genesys and Verint full-suite application
  • Solid grasp of MS Teams, One Note, Excel, and other documentation systems.
  • Ability to  use Azure, Captiva, and Esker

2. BA in Communications with 3 years of Experience

  • Knowledge of Call Center management best practices.
  • Strong Functional analytical skills (Tracking, Trending and Interpreting results) .
  • Strong Forecasting ability (including Chat and Text).
  • Process Improvement skills in a call center environment.
  • Ability to create well-organized, accurate, and concise material and work documentation for organizational use.
  • Strong knowledge of Microsoft applications including Outlook, Excel with the ability to create and maintain data bases.
  • Strong hands-on knowledge of workforce management tools and the ability to maintain them.
  • Knowledge of Word, Visio and PowerPoint and the ability to use them to present to both internal and external contacts.
  • Balance multiple priorities with little or no direction.
  • Real-time lead experience in a production role is considered
  • Advanced proficiency in the use of Microsoft Office tools including Word, Excel, Access & Outlook.

3. BS in Information Systems with 2 years of Experience

  • Experience correlating both qualitative and quantitative data to produce relevant insights. 
  • Experience and understanding of call intelligence and call recording systems such as NICE, Nexidia, Mattersight or other analytics platform
  • Self-starter with demonstrated problem-solving skills, attention to detail, and ability to exercise sound judgment
  • Confirmed ability to work independently as well as collaboratively with peers, leaders and workgroups. 
  • Proficiency in database manipulation and exposure to software/reporting tools required in areas such as SQL, SAS (Enterprise Guide 5.1), Cognos
  • Ability to work in a fast-paced and constantly evolving environment with minimal direction. 
  • Excellent written and verbal communication skills
  • Strong project management skills. 
  • Advanced user of MS Excel, PowerPoint and Word
  • Contact Center experience or a telephony background in a technical support or analytical role
  • Proficiency with intermediate MS Excel analysis, pivot tables, manipulation and scrubbing of data.
  • Experience in using a predictive auto-dialer, workforce management, and reporting on Contact Center reporting platforms such as an AVAYA PBX.

4. BA in Management with 3 year of Experience

  • Experience in telephony systems administration
  • Experience developing and implementing large-scale telephony solutions including advanced IVR features and integrations
  • Experience with the Five9 telephony platform
  • Strong SQL proficiency and Analytical skills.
  • Enthusiasm about collaborating with a close-knit team to conquer new challenges
  • Experience with data mining, reporting, analysis and the use of specific analytics tools relative to the work area, such as Microsoft Office, statistical tools and other industry-specific software/systems.
  • Ability to exercise discretion and independent judgment to interpret and convey complex, difficult, or sensitive information
  • Professional communication and project management skills.
  • In-depth understanding of the business unit's functioning.
  • Ability to synthesize and draw conclusions from various information sources.
  • Excellence in analysis, change management, project management, negotiation, and persuasion.
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