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Terry Campbell

@terrycampbell1

Workforce Analyst at Centerfield who guided real-time analysts and shared client insights to improve forecasting and scheduling accuracy.

Jamaica

Message

At Centerfield, I supervised and guided real-time analysts to support service delivery and KPI adherence. I also joined client calls to share real-time, data-driven insights for improving forecasting and scheduling accuracy.

At Itel International, I monitored call queues, staffing, and service levels, and reported trends with recommendations to reduce downtime and improve productivity. Earlier, I supported workforce management operations through reporting, scheduling, and adherence tracking.

Experience

Work history, roles, and key accomplishments

Mission Control Analyst

Centerfield

Jan 2025 - Jan 2026 (1 year)

Supervised and guided real-time analysts to ensure optimal service delivery and adherence to KPIs. Attended calls with clients to provide real-time data-driven insights to improve forecasting and scheduling accuracy.

Real time Monitoring KPI Adherence (AHT ACT ACW)Forecasting Scheduling Data Analysis Client Communication

Senior Real-Time Analyst

Itel International

Jan 2023 - Dec 2023 (11 months)

Supervised and guided real-time analysts to ensure optimal service delivery and adherence to KPIs. Monitored call queues, staffing levels, and service levels to maintain efficiency across multiple campaigns. Provided data-driven insights to management to improve forecasting and scheduling accuracy.

Real time Monitoring KPI Adherence (AHT ACT ACW)Queue Management Staffing Service Level Management Forecasting Scheduling Data Analysis

Real-Time Analyst

Itel International

Jan 2020 - Dec 2023 (3 years 11 months)

Tracked agent performance, schedule adherence, and call flow in real-time. Reported service level trends and made recommendations to minimize downtime and improve productivity. Collaborated with team leads and supervisors to address operational challenges proactively.

Real time Monitoring Schedule Adherence Call Flow SLA Reporting Productivity Improvement Collaboration

Workforce Analyst

Itel BPO

Jan 2018 - Dec 2019 (1 year 11 months)

Supported workforce management operations through reporting, scheduling, and adherence tracking. Assisted in preparing daily, weekly, and monthly performance reports for management.

Workforce Management Reporting Scheduling Agent Adherence Tracking performance reporting

Education

Degrees, certifications, and relevant coursework

Cornwall College

CSEC, General Studies

2007 - 2012

Completed secondary education at Cornwall College, studying CSEC subjects including Technical Drawing, Building Technology, Mathematics, English, and Mechanical Engineering Technology.