Michael Cupit Email & Phone Number

Oklahoma City, Oklahoma Area

Provide analysis to incoming financial data with regards to trending, forecasting and other statistical factors. Provide technical support and other administrator duties with PC systems, phone systems and other technical needs.

Provide technical support and assistance to Directv customers while maintaining excellent customer service skills. Train new hire associates in regards to proper policy and procedure involving technical knowledge and support

Create, manage and adjust call center agent schedules through use of workforce management software with intent of creating coverage for optimal service to customers.Manage historical and current call center data to perform forecasting and analysis for data input into workforce management software.Work in conjunction with payroll group to align payroll data and scheduling data for data integrity.Vacation administration within call center group including tracking vacation accrual, usage and planning for coverage within call center team.

Manage workforce team by providing information and expertise in workforce management software, techniques and procedures.Manage growth and development of team to include one on one sessions, regular feedback and, when necessary, corrective action for team members.Manage the overall operational business needs through reporting, training and other functionalities endemic to the workforce management role.Payroll, Attendance and other systematical procedures monitored through process development and other structural implementation.Manage input of employee information into PeopleSoft system software.

Manage workforce team by providing information and expertise in workforce management software, techniques and procedures.Manage growth and development of team to include one on one sessions, regular feedback and, when necessary, corrective action for team members.Manage the overall operational business needs through reporting, training and other functionalities endemic to the workforce management role.Payroll, Attendance and other systematical procedures monitored through process development and other structural implementation through use of Kronos timekeeping system.

Manage agent phone statistics and provide data to management on team performance.Collect real time data for purposes of analysis for trending and other seasonal factorsAdminister agent data in workforce management software to maximize efficiency while providing agent benefits allowed under company policyServe as a subject matter expert in workforce management by leading projects and initiatives, as well as providing a sounding board to colleagues as to the feasibility of ideas in relation to boundaries of software platform

Function as an operations analyst/financial analyst providing data and analysis pertaining to budgets, operational effectiveness, call center forecasting and scheduling, and other critical areas.Collecting and analyzing call center data and interpreting trending and other factors, reporting that information to management and other entities within the organization. Working with call center operations team, serving as subject matter expert in workforce management, supervising day to day operations of that team, reporting to manager.

Manage agent phone statistics and provide data to management on team performance.Collect call center data for the purposes of forecasting, schedule creation, and other functions to maximize efficiency of multiple call center operations.Create tools and other aids through use of varying platforms (MS Excel, Access, PowerPoint, etc.) to facilitate ease of department function and versatility.

B.A, Sociology

Hs Diploma