# Contact Center Analyst

*/JobTypes/Contact_Center_Analyst*

## Neighborhood

### Related (delivered by)

- [Measure and evaluate customer service operations](/Processes/Measure_and_evaluate_customer_service_operations) — delivered by · Processes
- [Measure constituent satisfaction with customer problems, requests, and inquiries handling](/Processes/Measure_constituent_satisfaction_with_customer_problems,_requests,_and_inquiries_handling) — delivered by · Processes

### Required knowledge

- [Workforce Management](/Knowledge/Workforce_Management) — requires knowledge · Knowledge
- [Statistical Analysis](/Knowledge/Statistical_Analysis) — requires knowledge · Knowledge
- [Forecasting Methods](/Knowledge/Forecasting_Methods) — requires knowledge · Knowledge
- [Erlang Staffing Concepts](/Knowledge/Erlang_Staffing_Concepts) — requires knowledge · Knowledge
- [ACD and IVR data structures](/Knowledge/ACD_and_IVR_data_structures) — requires knowledge · Knowledge
- [Contact Center Metrics](/Knowledge/Contact_Center_Metrics) — requires knowledge · Knowledge

### Perform

- [Reconcile Planned Versus Actual Staffing](/Tasks/Reconcile_Planned_Versus_Actual_Staffing) — perform · Tasks
- [Present Findings to Operations Leadership](/Tasks/Present_Findings_to_Operations_Leadership) — perform · Tasks
- [Analyze call-volume patterns and forecast variance](/Tasks/Analyze_call-volume_patterns_and_forecast_variance) — perform · Tasks
- [Audit data quality across reporting sources](/Tasks/Audit_data_quality_across_reporting_sources) — perform · Tasks
- [Build and maintain operational dashboards and scorecards](/Tasks/Build_and_maintain_operational_dashboards_and_scorecards) — perform · Tasks
- [Investigate service-level and abandonment-rate drivers](/Tasks/Investigate_service-level_and_abandonment-rate_drivers) — perform · Tasks
- [Produce recurring performance reports for operations leadership](/Tasks/Produce_recurring_performance_reports_for_operations_leadership) — perform · Tasks
- [Pull and clean interaction and workforce data from ACD and WFM systems](/Tasks/Pull_and_clean_interaction_and_workforce_data_from_ACD_and_WFM_systems) — perform · Tasks
- [Recommend routing and staffing adjustments from findings](/Tasks/Recommend_routing_and_staffing_adjustments_from_findings) — perform · Tasks
- [Identify drivers of repeat contacts and long handle times](/Tasks/Identify_drivers_of_repeat_contacts_and_long_handle_times) — perform · Tasks
- [Analyze handle time, abandonment, and service-level trends](/Tasks/Analyze_handle_time,_abandonment,_and_service-level_trends) — perform · Tasks
- [Build contact-volume and arrival-pattern forecasts](/Tasks/Build_contact-volume_and_arrival-pattern_forecasts) — perform · Tasks
- [Model staffing scenarios for capacity planning](/Tasks/Model_staffing_scenarios_for_capacity_planning) — perform · Tasks
- [Produce daily and weekly performance dashboards](/Tasks/Produce_daily_and_weekly_performance_dashboards) — perform · Tasks
- [Produce Operational Dashboards](/Tasks/Produce_Operational_Dashboards) — perform · Tasks
- [Identify Performance Drivers](/Tasks/Identify_Performance_Drivers) — perform · Tasks
- [Forecast Contact Volume](/Tasks/Forecast_Contact_Volume) — perform · Tasks
- [Build Staffing Requirement Models](/Tasks/Build_Staffing_Requirement_Models) — perform · Tasks
- [Analyze Service Level Performance](/Tasks/Analyze_Service_Level_Performance) — perform · Tasks
- [Track Average Handle Time](/Tasks/Track_Average_Handle_Time) — perform · Tasks
- [Reconcile Schedule Adherence Data](/Tasks/Reconcile_Schedule_Adherence_Data) — perform · Tasks

### Uses software

- [ACD Reporting Console](/Software/ACD_Reporting_Console) — uses software · Software
- [Spreadsheet Software](/Software/Spreadsheet_Software) — uses software · Software
- [SQL Database Client](/Software/SQL_Database_Client) — uses software · Software
- [Workforce Management Suite](/Software/Workforce_Management_Suite) — uses software · Software
- [Business Intelligence Platform](/Software/Business_Intelligence_Platform) — uses software · Software
- [Excel](/Software/Excel) — uses software · Software
- [NICE WFM](/Software/NICE_WFM) — uses software · Software
- [Power BI](/Software/Power_BI) — uses software · Software
- [SQL](/Software/SQL) — uses software · Software
- [Verint](/Software/Verint) — uses software · Software
- [Microsoft Excel](/Software/Microsoft_Excel) — uses software · Software
- [Microsoft Power BI](/Software/Microsoft_Power_BI) — uses software · Software
- [Tableau](/Software/Tableau) — uses software · Software
- [NICE Workforce Management](/Software/NICE_Workforce_Management) — uses software · Software

### Requires ability

- [Pattern recognition in noisy data](/Ability/Pattern_recognition_in_noisy_data) — requires ability · Ability
- [Deductive reasoning](/Ability/Deductive_reasoning) — requires ability · Ability
- [Numerical reasoning](/Ability/Numerical_reasoning) — requires ability · Ability
- [Inductive Reasoning](/Ability/Inductive_Reasoning) — requires ability · Ability
- [Pattern Recognition](/Ability/Pattern_Recognition) — requires ability · Ability
- [Quantitative Reasoning](/Ability/Quantitative_Reasoning) — requires ability · Ability
- [Number Facility](/Ability/Number_Facility) — requires ability · Ability
- [Mathematical Reasoning](/Ability/Mathematical_Reasoning) — requires ability · Ability

### Required skills

- [Statistical trend analysis](/Skills/Statistical_trend_analysis) — requires skill · Skills
- [Spreadsheet modeling](/Skills/Spreadsheet_modeling) — requires skill · Skills
- [SQL querying](/Skills/SQL_querying) — requires skill · Skills
- [Narrative reporting of findings](/Skills/Narrative_reporting_of_findings) — requires skill · Skills
- [Data visualization](/Skills/Data_visualization) — requires skill · Skills
- [Time-Series Forecasting](/Skills/Time-Series_Forecasting) — requires skill · Skills
- [Data Reconciliation](/Skills/Data_Reconciliation) — requires skill · Skills
- [Performance Reporting](/Skills/Performance_Reporting) — requires skill · Skills
- [Statistical Analysis](/Skills/Statistical_Analysis) — requires skill · Skills
- [Dashboard Building](/Skills/Dashboard_Building) — requires skill · Skills
- [Volume Forecasting](/Skills/Volume_Forecasting) — requires skill · Skills

### Engage in

- [Analyze call-volume patterns and forecast variance](/Activities/Analyze_call-volume_patterns_and_forecast_variance) — engage in · Activities
- [Investigate service-level and abandonment-rate drivers](/Activities/Investigate_service-level_and_abandonment-rate_drivers) — engage in · Activities
- [Build contact-volume and arrival-pattern forecasts](/Activities/Build_contact-volume_and_arrival-pattern_forecasts) — engage in · Activities
- [Identify drivers of repeat contacts and long handle times](/Activities/Identify_drivers_of_repeat_contacts_and_long_handle_times) — engage in · Activities
- [Build Staffing Requirement Models](/Activities/Build_Staffing_Requirement_Models) — engage in · Activities
- [Forecast Contact Volume](/Activities/Forecast_Contact_Volume) — engage in · Activities

### Type of

- [Management Analysts](/Occupations/Management_Analysts) — type of · Occupations

### Problems this exposes

- [forecasting call volume and staffing against erratic intraday arrival patterns](/Problems/forecasting_call_volume_and_staffing_against_erratic_intraday_arrival_patterns) — exposes problem · Problems
- [reconciling WFM schedule adherence with real-time queue spikes](/Problems/reconciling_WFM_schedule_adherence_with_real-time_queue_spikes) — exposes problem · Problems
- [mining call/QA transcripts for repeat-contact and AHT drivers](/Problems/mining_call%2FQA_transcripts_for_repeat-contact_and_AHT_drivers) — exposes problem · Problems