Michelle Russell
Workforce Management Real Time Analyst @CareCentrix
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WORK HISTORY
Workforce Management Real Time Analyst @CareCentrix
Manage all call center traffic to ensure compliance with customer service level agreements. Serve as the call traffic and trending analyst for the Regional Service Centers. Provide real time and historical call center data to CareCentrix personnel, working with call center managers and supervisors. Analyze trends within assigned operations, including call volumes, call patterns, staff productivity, and resource allocation. Analyze results to forecast call arrival patterns and create schedules. Adept in staffing to meet business unit goals, client goals, and corporate objectives.
EDUCATION
Shelby State Community College
Associate of Arts and Sciences (AAS), Accounting and Business/Management
Overton High School
Diploma, Accounting/Child Care
Red Vector Construction
Certificate, Construction Management
Mississippi State University
CDA, Early Childhood Education and Teaching
ABOUT MICHELLE RUSSELL
Workforce Management
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