At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain. We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. **Job Summary** Ensuring that workflowsare managed in a properfashion and meet and exceed the agreedSLA and TAT with the stakeholders.Work closely with Quality Improvement, training and working with the teamsassociated with variousworkflows that have a downstream/upstream impact to the team.Ensure service and cost parameters as agreedare maintained. Major | KeyAccountabilities Process Delivery + Supervise daily operations of the team + EnsureagreedSLAsare met and exceededover a period of time + Address operational issues and concerns in a timely fashion and resolve + Accountable for all key performance indicators of the teamacrossproductivity,SLAadherence, quality and customerexperience + Manage escalations and keep them to minimum. Conduct RCA and implement corrective/preventive actions and document the same + Ensureteam performance is tracked against agreed KPIs and reported as per requiredfrequency People Management + Manage and mentor a team of 15-20customercareresources and team leads + Monitoremployee performance and ensure conduct of regular coaching and training forteam members + Conduct periodic performance reviews of all team members + Driveproactive performance management initiatives Workflow Management + Maintain standardworkflows at keystrokelevel and constantly keep the same updated + Monitorwork allocation and team bandwidth real time Stakeholder Management + Develop and maintain strongrelationships with keystakeholders, including customers, and internalteams + Collaborate with other departments whererequiredtoensure a seamless customerjourney Performance Excellence + Developproductive,profitable and achievementorientedworkingenvironmentforemployees + Constantly evaluatecurrent operational strategies and recommendimprovements + Identify opportunities toimproveproductivity and introduceRPA and other technologiesto constantly gain capacity benefits + Develop an environment of continuous improvement SuccessMeasures + Improvement in CSAT,ASAT & rNPS scoresfor all transition workflowsunder control of the position + Continuous improvement in employee NPS scoresfor the team + Transparency & standardization of performance matrix & scorecard + Efficient & timely closure of escalations & reduction in number of escalations + Standardization of common processesacross all workflows + Decisions in dailycontingencyplanning + Firstlevelescalationpointforallpeople,processorperformanceissues within the team + Hiringmanagerforallbackfillsorfuturepipeline pertaining to the team + Changemanagement & leadership + Effectivecommunication(internal/external) + Ongoingserviceimprovementthroughupskillingofteams + Crossfunctionalrelationshipefficiency + Challenging the establishedwayofdoingthings + Global/Regional/Countryteams & functions + Sales & AccountsManagement - Global + OperationsManagement - Global + ContinuousImprovement - Global + Administration & Purchasing + Finance & Accounts - Global + HumanResources - Global/Local + Technology Partners + CrossFunctionalStakeholders + Relevant or related tertiary qualifications + Lean Management qualifications desirable ApprovalAuthority + Approval of payroll/ contract manpower as per Budget + Proven track record of managing high performance team + Experience in change management & multi departmental issue resolutionprocesses + Proven ability tocontribute & work in a self-managedteamenvironment + Experience in B2B customer service + Exposuretocustomersatisfactionsurvey Summary + Managesprofessionalemployeesand/orsupervisors. + Hasaccountabilityfor the performanceandresultsof a teamwithinitsownareaofspecialty. + Executesonareaplans;mayprovideinput. + Providestechnicalguidancetoemployees,colleaguesand/orcustomers. + Worksonissuesofdiversescopewhereanalysisofsituationordatarequiresevaluationof a varietyoffactors. + Internal/external audit experience + Customer service skills, Customerempathy and objection resolution + Information gathering & analytical skills + Presentation skills + Communication skills (verbal & written) + Persuasion skills + Direct/IndirectTeam Management + Technologysavvy + English (fluency in (written & verbal) + Other languages - Spanish, French(desirable but not mandatory) Category: Customer Support Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here. Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity. Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE **Requisition:** J0084431