Cataleg D ocupacions capçalera

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Catalogue of occupations

Ocupacions

Call centre analyst

Latest available data: December 2024 (includes accumulated data from the past 12 months)

Other denominations:
Crm data analyst It data analyst Assistant call centre analyst Assistant data analyst Call center agent Call center analyst Call centre operations analyst Call centre reporting analyst Contact centre analyst Customer data analyst Graduate call centre analyst Graduate data analyst Marketing data analyst Sales data analyst Senior call centre analyst Senior data analyst Service desk analyst Trainee call centre analyst Trainee data analyst

Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.

Tasks

Tasks include -
(a) Coordinating, assigning and reviewing the work of clerks engaged in the following duties: word processing, record keeping and filing, operating telephones and switchboards; data entry, desktop publishing and other activities involving general office and administrative skills;
(b) Establishing work schedules and procedures and co-coordinating activities with other work units or departments;
(c) Resolving work-related problems and preparing and submitting progress and other reports;
(d) Training and instructing employees in job duties, safety procedures and company policies, or arranging for training to be provided;
(e) Evaluating employees’ job performance and conformity with regulations, and recommending appropriate personnel action;
(f) Assisting in recruitment, interviewing and selection of employees.

Knowledge

  • Database and network design and administration
  • Work skills

Digital competencies

  • Developing solutions
  • Analysing business operations
  • Performing general clerical and administrative tasks
  • Ensuring compliance with legislation
  • Entering and transforming information

Digital competencies

  • Managing, gathering and storing digital data
  • Accessing and analysing digital data
  • Analysing and evaluating information and data

Personal competencies

  • Communicating
  • Collaborating in teams and networks
  • Processing information, ideas and concepts
  • Following ethical code of conduct
  • Supporting others

Professional groups of the occupation

Technicians and associate professionals

Business and administration associate professionals

Administrative and specialized secretaries

Office supervisors

Other occupations of the professional group

Do you want to know the demand for this occupation in the market?

Contracts and job seekers in the last year in Barcelonès

Office supervisors

106

Number of contracts in Barcelonès

70,20%

Percentage of contracts in Catalonia

55,88% Interannual variation of contracts in Barcelonès

33,96%

Permanent contracts over total contracts in Barcelonès

13,21%

Part-time contracts

2,00% Turnover index

7

Average of job seekers in Barcelonès

12%

Interannual variation of job seekers in Barcelonès

Data source: Observatori del Treball i Model Productiu, Government of Catalonia

The market for this profile is hiring

Contracts in u00e8 over the past year by sex and age

Contracts by gender in Barcelonès.

Business and administration associate professionals

61%

39%

Men
Women

Data source: Observatori del Treball i Model Productiu, Government of Catalonia

Contracts by age groups.

Business and administration associate professionals

Data source: Observatori del Treball i Model Productiu, Government of Catalonia

What vacancies are published in the professional family?

Vacancies published by professional family and type of contract in Barcelonès over the past year

Administrative and specialized secretaries

Occupation Vacancies Permanent contracts

Data source: Data generated from the analysis of Lightcast data and the Observatory of Work and Productive Model of the Government of Catalonia.

What experience is required for the vacancies? Which sectors are looking for this occupation?

Office supervisors

No experience
7%
Less than 1 year
40%
Between 1 and 2 years
10%
Between 2 and 4 years
26%
Between 4 and 8 years
4%
More than 8 years
13%
Administrative and support service activities
32%
Professional, scientific and techinical activities
16%
Information and communication
10%
Manufacturing
9%
Other service activities
7%
Others
26%

Data source: Own elaboration based on the data of vacancies extracted by Lightcast.

The vacancies published are for working in:

Job vacancies posted by county

Data source: Own elaboration based on the data of vacancies extracted by Lightcast.