Sean Warner

Sean Warner Email and Phone Number

Director, Contact Center Operations @ NTT DATA Services
plano, texas, united states
Sean Warner's Location
Yukon, Oklahoma, United States, United States
Sean Warner's Contact Details

Sean Warner personal email

n/a
About Sean Warner

Sean Warner is a Director, Contact Center Operations at NTT DATA Services. He possess expertise in call center, management, cross functional team leadership, process improvement, training and 42 more skills. Colleagues describe him as "Sean was the best manager I have ever been associated with. He created an environment that I and my colleagues wanted to perform in. Sean knew how to relate with us and at the same time keep professionalism first. I would love to work for Sean again." and "Sean was an excellent asset to our Online Sales Team. He managed a large group of Call Center Reps who took all the consumer calls and email for our online stores. Sean is a true professional, very detail oriented, an outstanding people manager and one of the best in our organization at follow-up. I highly recommend Sean for any management job in your organization."

Sean Warner's Current Company Details
NTT DATA Services

Ntt Data Services

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Director, Contact Center Operations
plano, texas, united states
Employees:
22009
Sean Warner Work Experience Details
  • Ntt Data Services
    Director
    Ntt Data Services Nov 2023 - Present
    Oklahoma City, Oklahoma, United States
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  • Healthcomp
    Vice President Operations
    Healthcomp Apr 2022 - Jul 2022
    Oklahoma City, Oklahoma, United States
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  • University Of Oklahoma
    Contact Center Operations Leader
    University Of Oklahoma Aug 2021 - Apr 2022
    • Coordinate and lead the efforts for state of Oklahoma DHS contact centers• Forecasting and staffing, Quality Assurance, and Training responsibilities OU DHS centers• Ensure operational alignment and optimization of contact center service delivery• Provide leadership and strategic direction for internal department contact centers and advisement for external business partner centers• Design and drives alignment to the customer’s cross-channel vision • Design and implement standards of excellence in contact center operational strategies through needs assessments, performance analysis, and resource and capacity planning• Participate in a systemic, interdisciplinary, and ongoing evaluation of operations, process improvement, desired customer-centered outcomes, and organizational outcomes• Responsible for all levels of contact center execution from workflow and usability to technology
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  • Ntt Data Services
    Contact Center Operations Director
    Ntt Data Services Aug 2017 - Aug 2021
    Oklahoma County, Oklahoma, United States
    • Lead all aspects of Operations for the Massachusetts state-based exchange for the Affordable Care Act through the first year of implementation until year 8• Responsible for operations in multiple states and third-party vendors delivering some supplemental call center services• Forecasting and staffing, Quality Assurance, and Training responsibilities for all locations• Focus on Call Center ops in multiple locations and an organization up to 500 head count across those locations• Main point of contact for client for all Customer Service-related items• Lead, Mentor, and Coach managers, supervisors and leads in all aspects of Call Center Ops• Manage staffing, capacity planning, day to day queue management, schedule adherence, and in/out of office shrinkage • Identify and mitigate business, technical, and financial risks during the Delivery processes
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  • Dell Technologies
    Contact Center Operations Director
    Dell Technologies Aug 2013 - Aug 2017
    Boston, Massachusetts, United States
    • Lead all aspects of Operations for the Massachusetts state-based exchange for the Affordable Care Act through the first year of implementation until year 8• Responsible for operations in multiple states and third-party vendors delivering some supplemental call center services• Forecasting and staffing, Quality Assurance, and Training responsibilities for all locations• Focus on Call Center ops in multiple locations and an organization up to 500 head count across those locations• Main point of contact for client for all Customer Service-related items• Lead, Mentor, and Coach managers, supervisors and leads in all aspects of Call Center Ops• Manage staffing, capacity planning, day to day queue management, schedule adherence, and in/out of office shrinkage • Identify and mitigate business, technical, and financial risks during the Delivery processes
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  • Wipro Bpo
    Operations Manager
    Wipro Bpo Jun 2012 - Aug 2013
    Atlanta, Ga
    • Lead all aspects of ISP and Healthcare Payer support• Successfully deliver on all current commitments to the client such as SLA performance, reporting requirements, status updates, and issue resolution. • Communicate to the Client about feasibility, costs, and resources for new initiatives and potential new business • Identify and mitigate business, technical, and financial risks during the Sales & Delivery processes • Responsible for day-to-day 24x7 operations and direct management of 11 supervisors managing an agent staff of 120+• Conduct first and second level performance reviews for entire staff of 200+• Effectively work with and leverage a variety of cross functional remote/offshore teams to ensure client requirements are met in various areas of Operations such as CCOD, MIS, HR, and Quality • Under my leadership, successfully turned a new line of business from a temporary 3-month project to a long-term profitable engagement
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  • Wipro Bpo
    Group Leader
    Wipro Bpo Jun 2009 - Jun 2012
    Direct the operations of Call Center actvity for 50+ CCPs
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  • Philips Consumer Electronics
    Contact Center Operations Leader
    Philips Consumer Electronics Jan 2006 - May 2010
    • Manage all aspects of CIC for a $20m+ e-commerce business while supervising a team of 9 customer service agents.• Personally responsible for increasing telephone service levels from 20% to over 90% by training and developing agents and have maintained those service levels for over 2 years. Improved email service levels from 31% to over 91% and have maintained those levels for over 2 years.• Act as primary contact on all escalated customer issues relating to e-commerce sales.• Effectively uses call center software tools to report and evaluate performance of agents and train and develop staff, and when appropriate making staffing changes. • Work with cross functional teams to plan events, promotions, and specials for the e-commerce stores.
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  • Philips Consumer Electronics
    Contact Center Operations Manager
    Philips Consumer Electronics 2005 - 2009
  • Philips Medical Systems
    Planning Specialist/Team Lead
    Philips Medical Systems Jan 2002 - Dec 2005
    • Act as Team Lead for team of 9 Planners. Handle escalations/investigations on all service delivery issues.• Maintain on-going communications with customers and Field Service Engineers.• Dispatch Customer requests for service to the FSE in a prompt manner.• Perform call monitoring to ensure customer’s needs are met.• Escalate urgent customer issues to management.• Interface with customers to resolve credit and traffic issues
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  • Quiktrip
    Store Manager
    Quiktrip Jan 1999 - Jan 2002
    • Successfully supervised the operations of a 24 hour convenience store.• Trained and developed team of employees in all areas of operation.• Effectively acted as liaison between Quiktrip and over 25 outside vendors to direct all procurement of product.• Responsible for all aspects of P&L management
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Sean Warner Skills

Call Center Management Cross Functional Team Leadership Process Improvement Training Time Management Analysis Team Building Project Planning E Commerce Sales Leadership Customer Service Customer Satisfaction Call Centers Change Management Operations Management Account Management Performance Management Program Management Strategic Planning Service Delivery Strategy Team Management Vendor Management Team Leadership Crm Outsourcing Start Ups Customer Experience Bpo P&l Management Business Process Improvement Six Sigma Workforce Management Quality Assurance Business Process Transition Management Process Excellence Business Analysis Forecasting Business Development Employee Engagement Telecommunications Contact Centers Product Management Project Management

Sean Warner Education Details

Frequently Asked Questions about Sean Warner

What company does Sean Warner work for?

Sean Warner works for Ntt Data Services

What is Sean Warner's role at the current company?

Sean Warner's current role is Director, Contact Center Operations.

What is Sean Warner's email address?

Sean Warner's email address is swarner@ou.edu

What schools did Sean Warner attend?

Sean Warner attended American Intercontinental University.

What skills is Sean Warner known for?

Sean Warner has skills like Call Center, Management, Cross Functional Team Leadership, Process Improvement, Training, Time Management, Analysis, Team Building, Project Planning, E Commerce, Sales, Leadership.

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