Derek Kupper Email & Phone Number

United States

La Crosse, Wi

Lead the Workforce Management/Workforce Optimization team in providing services to a 15+ government and commercial contracts, managing over 3000 agents across inbound and outbound work, including phone, text chat and video contact delivery in a 24x7, remote environment. Provide tactical and strategic advice to both Contact Center and other operational departments on forecasting, scheduling, staffing and budgeting. Our call centers are ISO 9001 and URAC certified where applicable. We receive consistently high marks in the "Past Performance" evaluations when bidding on government proposals. Work with the executive team on new contract bids, process evaluations and overall efficiencies. Work with Black Belts and Master Black Belts on projects to reduce defects and improve efficiency across departments. Personally manage a team of 21 people ranging from Traffic Analysts to Scheduling Analysts and assist/dotted line manage additional staff in forecasting and long term planning.Skills: Workforce Management, Call Center, SQL, Microsoft Office Excel, Forecasting, Scheduling, Six Sigma, Lean Six Sigma (Green Belt certified), Aspect eWFM, NICE WFO. Avaya/Nortel, Mitel. SQL, Anaplan and Tableau reporting experience.

Austin, Texas Area

Rebuilt the Workforce Management team after the departure of the majority of the previous team. Provided real-time, short term and long term forecasting and scheduling for multiple sites and contracts. Worked with state government on reporting and improvements to insurance and benefits related contracts (CHIP, EB/THS, etc) for extremely volatile call populations.

Austin, Texas Area

Provide real-time monitoring of call volumes, staffing, overtime and undertime. Coordinate regionally to determine daily needs, increasing or decreasing real-time staff as needed. Assist with scheduling, vacation provisioning and profile creation in eWorkforce Management and Totalview IEX. Track and coach a team of 10 agents in their daily duties, including performance evaluations, quality monitoring, communication reviews, etc. Monitor daily service levels in ASA and Occupancy, and suggest changes in staffing, routing distribution and skilling to optimize call flow. Implement new processes, procedures and technologies as needed. Work with Workforce Systems Manager to develop new tools and web applications to streamline processes and improve staff productivity. Provide weekly reports to peer managers, area managers, regional area managers, and call center directors. Attend weekly meetings with call center director and area managers. Manage attendance, performance development and general coaching and development of my team.

Austin, Texas Area

Support the operations team in providing real-time analysis of call volumes and intra-day staffing. Take and enter schedule exceptions in eWorkForce Management. Monitor representatives call states and work states via RTA. Monitor center wide call stats including Occupancy, ASA, and Accessibility. Determine daily undertime/etime and overtime needs and staffing requirements. Assist managers with interpreting stats and understanding departmental needs. Work with Scheduling and Reporting Analysts to provide real-time data as needed.

Ba, Arts, Communication Arts

Activities and Societies: ECOS, Service Station, Art ClubLiberal arts education. Graduated with a BA, double majored in Fine Arts.

Work Towards Masters, Mathematics

Graduate work in single and multivariate calculus. Left school to begin working.