Michael Cupit Email & Phone Number

Oklahoma City, Ok, Us

Manage RTA and scheduling analysts in daily, weekly tasks.Provide data to management on progress of Workforce objectivesProvide feedback and coaching on individual and team performanceManage payroll, training, mentoring, and growth opportunities for team members.

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 factors.Administer agent data in workforce management software to maximize efficiency while providing agent benefits allowed under company policy.Serve 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.