Dave Sheehan

Senior Operations and Contact Management Consultant

+353 87 2586265

davesheehan@colthurst.ie

Key Experience:
  • 15 years experience in a variety of Contact Centre roles within Bank of Ireland.
  • Responsible for the introduction and on-going management of productivity within the Contact Centre environment.
  • Management of external providers such as HP and BT.
  • Responsible for the sourcing and implementation of strategic outsource partners.
  • Responsible for the right sizing of Contact resources with work demand.
  • Accountable for Risk Management and Regulatory Compliance within the Contact Centre environment.

 

Key areas of Expertise
  • Change Implementation
  • Process Re-engineering
  • Cost Management
  • Stakeholder Management
  • Supplier / Outsourcer Management
  • People and Service Management