Sean has over 28 years experience in the ICT and Contact Centre industries, including over 18 years’ experience as a senior executive in contact centre technology providers. Sean has managed and implemented contact centre programs that include internal process improvement, operational effectiveness, service improvement and technology selection projects.
Sean is the Director responsible for the development of our Business Portfolio. The Competitive Edge offer is a leading example of a business offer
Sean has as practical understanding of how Contact Centres embrace process to drive Information Technology in today’s complex business environment. He has gained this experience through over two decades of implementing business solutions within contact centres across Australia and Asia. He has an extensive and comprehensive knowledge of contact centre strategy, solution design, technology, project development, implementation and governance.
His experience was further strengthened though his involvement in the premier Contact Centre Industry association, the ATA. He held the position of Chairperson of the Victorian chapter in 2002/2003 before joining the Board of Directors later that year. Having been elected to serve on the ATA’s Board continuously since 2003, he has held positions such as Treasurer and chair of the ATA’s Strategic Sub-Committee. Sean guided the ATA through a merger with the CCMA, creating a single industry body, the Auscontact Association. Sean was awarded life membership status in December 2013. In 2016 Sean was elected into the role of Chairman of the board for Auscontact Association.
Through this association with industry bodies he has assisted the Victorian government to present Australia and Victoria to international contact centres looking to establish themselves within Australian shores. He also assisted the Victorian Government by leading a trade mission to the USA in the capacity of auspice body promoting Victoria as the Asian centre of service excellence for contact centres.
Sean has worked extensively as a consultant assisting contact centres in the adoption of technology to solve business problems. Key to the engagements has been the development of business cases that deliver operational efficiencies through consolidation and technology re-platforming.
Sean has a keen interest in transformation through performance optimisation. In one assignment he led the development, planning and management of a contact centre process redesign project, delivering in excess of 130 new processes to meet new and emerging business needs. This program was undertaken whilst managing a project design team of over 30 contact centre professionals.
Sean has also delivered projects focusing on technology selection.
Major Australian workplace relations and Industry organisation: led an assignment to review and determine the technology requirements of a highly technical contact centre focusing on Industry awards, Human resource management and development. This project encompassed strategic business requirements analysis, and assessment of the company’s business and IT capabilities, technology infrastructure and governance. The outcome from this project was a comprehensive RFP resulting in the successful implementation of contact centre solution delivering against the organisations tactical and strategic requirements.
Major Australian Bank: Led a team of developers to build and deploy an Interactive Response Solution that delivered on the integration needs across a wide range of technology platforms. This assignment also required the introduction of a new and emerging CTI platform to support the integration requirements across multiple contact centres, locations and countries.
Major Australian Insurance: undertook an assignment to develop a strategy for the placement of a contact centre within Victoria based on environmental and socio economic analysis of the target areas to reduce the effect of attrition while supporting the natural and planned growth of the organisation.
Australian Logistics company: Led a team of contact centre professionals to successfully develop a business case to consolidate 700 FTE across 5 centres into a consolidated centre of excellence across two disparate locations. Sean was further engaged to lead a team of 30 professionals to redesign business processes to support the implementation of the new business model. This assignment spanned eight months and delivered a new and efficient centre of excellence capability. In Addition, Sean also consulted to the technology infrastructure groups throughout the engagement to aid the implementation of the technology platform.
Finance and General Insurance, Utilities, Retail, Banking, Travel and Tourism, ICT, Hospitality ,HR, Manufacturing, Media, Local and State Government,