call centre analyst
Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.
call centre analyst call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation. The role shows moderate AI exposure (0.58 on a 0-1 scale) — some tasks are being automated but the role adapts. The most in-demand skills for the role include call routing, call quality assurance management, call-centre technologies, create solutions to problems, provide objective assessments of calls.
Pay in the UK
UK: median £33,174 a year for Office supervisors (ONS ASHE 2025, full-time)
Middle half of full-time jobs: £29,117 to £39,909 a year
UK jobs are grouped differently; this is the closest UK occupation group (ONS SOC 2020 4142). ONS rates this estimate precise. 2025 provisional figures; ONS revises them a year later. Source: ONS Annual Survey of Hours and Earnings (Open Government Licence)
Pay in India (occupation group)
Average monthly earnings of salaried employees in the occupation group “Technicians and associate professionals” in India, from the Government of India's Periodic Labour Force Survey (January–December 2025). It covers everyone in this group, not only call centre analyst, and it is not US pay converted to rupees.
Source: MoSPI (Government of India), Periodic Labour Force Survey Annual Report 2025, Table 51 — average wage/salary earnings of regular wage/salaried employees, NCO-2015 division 3. Official India data gives one average per occupation group: there are no official India figures for single careers, experience levels or cities. Read the report
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Top skills
Knowledge you'll build
- Administration and Management
- Customer and Personal Service
- English Language
- Administrative
- Computers and Electronics
- Personnel and Human Resources
- Economics and Accounting
- Education and Training
What you'd actually do
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
Tools & technology you'd use
Frequently asked questions
What does call centre analyst do?
Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.
What skills does call centre analyst need?
The most in-demand skills for this role include call routing, call quality assurance management, call-centre technologies, create solutions to problems, provide objective assessments of calls, gather data. These are the skills O*NET identifies as most important for competent performance.
Will AI replace call centre analyst?
Our AI-durability model gives call centre analyst a score of 0.58 on a 0-1 scale (higher = more exposure). That places it at moderate AI exposure — some tasks are being automated but the role adapts. Learning to work with AI tools rather than against them is the path forward.