Open to opportunities

Michael Sutphin

@michaelsutphin

Results-driven call center workforce leader with 20+ years managing teams, forecasting, and driving KPI performance through continuous improvement.

United States

Message

What I'm looking for

I’m looking for a Workforce Director role where I can lead analytical workforce planning, improve planning accuracy and process improvements, and partner across operations and customers to consistently meet KPIs while balancing service levels and cost.

I bring over 20 years of experience in a call center environment, leading high-performing teams while educating agents and motivating them to drive direct results. I’m known for a strong work ethic, eagerness to learn and adapt to new processes, and cross-department relationship building.

Most recently, I led analytical, data-driven, and tactical Workforce teams by improving site Workforce Management planning accuracy and overseeing site WFM process improvements. I worked to consistently meet or exceed bill to pay targets, call center KPIs, customer service, technology, and professional development—while creating strategic recommendations to improve site and client productivity and balance service levels and costs.

Before Workforce Management, I supervised call center operations with accountability for safety, quality, performance, and customer experience, and I carried out supervisory responsibilities in line with organizational policies and procedures. I also owned training and post-training debriefs as a Corporate Trainer, and handled billing and collections responsibilities as a Billing and Collections Manager. I’m Lean Six Sigma certified and use Six Sigma principles to streamline workflows and improve data accuracy.

Experience

Work history, roles, and key accomplishments

Workforce Manager

Results-CX

Jan 2014 - May 2025 (11 years 4 months)

Led analytical, data-driven workforce management teams and managed site WFM process improvements. Developed strategic recommendations to improve productivity while balancing service levels and costs, and consistently met or exceeded call center KPIs and bill-to-pay targets.

Workforce Management Workforce Planning Data Analysis KPI Management Forecasting Process Improvement Strategic Planning Service Level Management Bill To Pay Targets Stakeholder Management Customer Service

Customer Service Supervisor

Amazon.com

Jan 2007 - Dec 2013 (6 years 11 months)

Supervised Area Managers and hourly associates in call center inbound and outbound operations. Managed shift safety, quality, and performance while meeting operational goals and handling staffing, problem resolution, and employee development.

Call Center Management People Management Customer Service Staffing Management Forecasting Performance Reviews Issue Resolution Operational Compliance

Corporate Trainer

Infocision

Jan 2002 - Dec 2007 (5 years 11 months)

Facilitated training-related programs and supported site operations with post-training debriefs and learning performance tracking. Drove execution of learning audits and supported operational audit initiatives.

Training And Development Post Training Debriefs Operational Audits Performance Tracking

Billing and Collections Manager

Applied Card Systems

Jan 1998 - Dec 2002 (4 years 11 months)

Established and documented team policies, procedures, and best practices, and defined critical operational and financial KPIs for performance measurement. Partnered with cross-functional teams and business leadership to support collections efforts, improve the collections process, and achieve accounts receivable goals.

Accounts Receivable KPI Reporting operational performance Cross Functional Partnership Accounts Receivable Goal Management