Opportunity Description
- 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
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