Brian Zotti Email Address

Global Vice President of Service Delivery and Call Center Operations

Ceridian LifeWorks Canada is a full-service Employee Assistance Program and work-life/wellness solution available to employers as a support resource for their employees. LifeWorks is a division of Ceridian Canada, a Human Resources solutions provider and expert source of HR KnowHow. A trusted partner to 40,000 clients, Ceridian helps organizations optimize their workforce, mitigate compliance risk, reduce costs and save time by finding, paying, developing and engaging their talent.

“You don’t earn customer loyalty in a day. You earn it day-by-day.” – Jeffrey Gitomer ➠ My philosophy on leading customer-focused call or contact centers is that it always begins with the CUSTOMER and EMPLOYEE. Customers are at the heart of every call and contact center operation; and employees are the' life-force of contact (call) centers. My 1st priority when I step into a new call center is to understand employee and customer experiences with centers. Using customer inputs I build elegant solutions to complex problems and effectively lead (call) contact center operations. I lead (call) contact center service operations to understand employees and customers. My passion is to build customer-centric operations, shape employee-1st cultures, and grow high-performing teams focussed on a clear vision, operating in purposeful roles, forging robust processes, enabled by technology to deliver "WOW" experiences which GROW PROFITS, REDUCE COSTS, AND ACTIVATE ENGAGEMENT. ➠ I am positioned to drive any call center or contact center operation to accomplish its goals by building world-class call and contact customer service experience strategies, creating sustainable results, largely in the Banking, Financial Services, eCommerce, EdTech, and Online Education (B2C or BPO) industries. ➠ I haven't met a problem I can resist. A deeply curious executive, with exceptional analytical skills and a bias for action, I hold myself to high standards, leading through others to consistently achieve exemplary results in contact (call) centers of any size, structure, or design. ➠ I ensure perfect alignment among call and contact center teams, technology and processes by defining objectives, galvanizing teams, setting clear expectations, instituting KPIs and relevant reports, and prioritizing human, project, budgetary, and technology resources to pursue innovative solutions but agile enough to shift towards task completion if necessary.