Brian Porter Email & Phone Number

Windsor, On, Ca

Leader of global client services team responsible for AT&T U-verse Customer Care inbound call center voice services. Responsibilities include stakeholder management, client liaison, performance management and strategic business development activities-specifically:•Achieve or exceed Key Performance Indicator (KPI) targets through strategic stakeholder management, supporting & influencing existing sales improvement efforts and jointly developing new, cross-functional performance improvement activities to drive results in under-performing centers and/or under-performing KPI’s.•Strategic Improvement Plan(s): Create & Lead cross-functional efforts to develop performance improvement plans to achieve under-performing KPI targets and standardize performance management activities across call centers to drive consistency in execution globally.•Innovation Initiatives- Drive development of new business operating models, customer care serving platforms and organizational redesign through cross-functional task forces leading to step function increases in KPI performance, separating ourselves from peer companies performing similar work and dramatically increasing profitability.

Director of work at home operations