CX Efficiency and Operations Manager (SPX Express)

What you'll do

• 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 as assigned

Requirements

• Bachelor's degree in logistics, supply chain management, business administration, or a related field. 
• 3-5 years of experience in Project management and /or process improvement roles 
• Excellent communication skills as this role will require collaboration and alignment with multiple teams 
• Self-driven and good leadership skills to facilitate cross functional interactions 
• Strong analytical skills to conduct data-driven decisions 
• Be creative in problem-solving 
• Proficient in Excel and PowerPoint