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 workflows are managed in a proper fashion and meet and exceed

the agreed SLA and TAT with the stakeholders. Work closely with Quality Improvement, training and working with the teams associated with various workflows that have a downstream/upstream impact to the team. Ensure service and cost parameters as agreed are maintained.

Major | Key Accountabilities

Process Delivery

Supervise daily operations of the teamEnsure agreed SLAs are met and exceeded over a period of timeAddress operational issues and concerns in a timely fashion and resolveAccountable for all key performance indicators of the team across productivity, SLA adherence, quality and customer experienceManage escalations and keep them to minimum. Conduct RCA and implement corrective/ preventive actions and document the sameEnsure team performance is tracked against agreed KPIs and reported as per required frequency

People Management

Manage and mentor a team of 15-20 customer care resources and team leadsMonitor employee performance and ensure conduct of regular coaching and training for team membersConduct periodic performance reviews of all team membersDrive proactive performance management initiatives

Workflow Management

Maintain standard workflows at keystroke level and constantly keep the same updatedMonitor work allocation and team bandwidth real time

Stakeholder Management

Develop and maintain strong relationships with key stakeholders, including customers, and internal teamsCollaborate with other departments where required to ensure a seamless customer journey

Performance Excellence

Develop productive, profitable and achievement oriented working environment for employeesConstantly evaluate current operational strategies and recommend improvementsIdentify opportunities to improve productivity and introduce RPA and other technologies to constantly gain capacity benefitsDevelop an environment of continuous improvement

Success Measures

Improvement in CSAT, ASAT & rNPS scores for all transition workflowsunder control of the positionContinuous improvement in employee NPS scores for the teamTransparency & standardization of performance matrix & scorecardEfficient & timely closure of escalations & reduction in number of escalationsStandardization of common processes across all workflowsDecisions in daily contingency planningFirst level escalation point for all people, process or performance issues within the teamHiring manager for all backfills or future pipeline pertaining to the teamChange management & leadershipEffective communication (internal/ external)Ongoing service improvement through upskilling of teamsCross functional relationship efficiencyChallenging the established way of doing thingsGlobal/ Regional/ Country teams & functionsSales & Accounts Management - GlobalOperations Management - GlobalContinuous Improvement - GlobalAdministration & PurchasingFinance & Accounts - GlobalHuman Resources - Global/ LocalTechnology PartnersCross Functional StakeholdersRelevant or related

tertiary qualifications

Lean Management qualifications desirable

Approval Authority

Approval of payroll/ contract manpower as per BudgetProven track record of

managing high performance team

Experience in change management & multi departmental issue resolution  processesProven ability to contribute & work in a self-managed team environmentExperience in B2B customer serviceExposure to customer satisfaction survey

Summary

Manages professional employees and/or supervisors.Has accountability for the performance and results of a team within its own area of specialty.Executes on area plans; may provide input.Provides technical guidance to employees, colleagues and/or customers.Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors.Internal/ external audit experienceCustomer service skills,

Customer empathy and objection resolution

Information gathering & analytical skillsPresentation skillsCommunication skills (verbal & written)Persuasion skillsDirect/ Indirect Team ManagementTechnology savvyEnglish (fluency in

(written & verbal)

Other languages - Spanish, French (desirable but not mandatory)

Category: Customer Support