Job Description

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you\'ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you\'ll be part of a global workforce that embraces the differences among us. And here, we\'ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can\'t wait to hear about YOU. Position Size: Covers Team Leaders and CARE frontline personnel (payroll/ contracted) working on BAU workflow(s). Position Purpose: 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: . Supervise daily operations of the team . Ensure agreed SLAs are met and exceeded over a period of time . Address operational issues and concerns in a timely fashion and resolve . Accountable for all key performance indicators of the team across productivity, SLA adherence, quality and customer experience . Manage escalations and keep them to minimum. Conduct RCA and implement corrective/ preventive actions and document the same . Ensure 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 leads . Monitor employee performance and ensure conduct of regular coaching and training for team members . Conduct periodic performance reviews of all team members . Drive proactive performance management initiatives Workflow Management . Maintain standard workflows at keystroke level and constantly keep the same updated . Monitor work allocation and team bandwidth real time Stakeholder Management . Develop and maintain strong relationships with key stakeholders, including customers, and internal teams . Collaborate with other departments where required to ensure a seamless customer journey . Develop productive, profitable and achievement oriented working environment for employees . Constantly evaluate current operational strategies and recommend improvements . Identify opportunities to improve productivity and introduce RPA and other technologies to constantly gain capacity benefits . Develop an environment of continuous improvement Success Measures . Improvement in CSAT, ASAT & rNPS scores for all transition workflows under control of the position . Continuous improvement in employee NPS scores for the team . Transparency & standardization of performance matrix & scorecard . Efficient & timely closure of escalations & reduction in number of escalations . Standardization of common processes across all workflows Authority | Decision Making . Decisions in daily contingency planning . First level escalation point for all people, process or performance issues within the team . Hiring manager for all backfills or future pipeline pertaining to the team Challenges . Change management & leadership . Effective communication (internal/ external) . Ongoing service improvement through upskilling of teams . Cross functional relationship efficiency . Challenging the established way of doing things Key Contacts | Internal . Global/ Regional/ Country teams & functions . Sales & Accounts Management - Global . Operations Management - Global . Continuous Improvement - Global . Administration & Purchasing . Finance & Accounts - Global . Human Resources - Global/ Local Key Contacts | External . Customer . Technology Partners . Cross Functional Stakeholders Qualification . Relevant or related tertiary qualifications . Lean Management qualifications desirable Approval Authority . Approval of payroll/ contract manpower as per Budget Experience . Proven track record of managing high performance team . Experience in change management & multi departmental issue resolution processes . Proven ability to contribute & work in a self-managed team environment . Experience in B2B customer service . Exposure to customer satisfaction survey . Internal/ external audit experience Skills & Knowledge . 10+ years of experience in Customer service skills. Customer empathy and objection resolution . Information gathering & analytical skills . Presentation skills . Communication skills (verbal & written) . Persuasion skills . Direct/ Indirect Team Management . Technology savvy Languages . English (fluency in written & verbal) . Other languages - Spanish, French (desirable but not mandatory) Category: Customer Support Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [HIDDEN TEXT]. 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: J0063013

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