CX Efficiency and Operations Manager (SPX Express)

Monitor CX efficiency matrices (E2E resolution time; Backlog; agent productivity; AR) Work with internal stakeholders within CS and SPX to improve efficiency & quality Support workforce short / mid-term planning against volume forecasts and key change milestones Support process improvement; SOP development across SPX CX Assist in delivering key analyses and P0 projects Routinely provide management report on operational and strategic KPIs Performs other related duties a s assigned