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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
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
Process Delivery
- 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 1520 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
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Performance Excellence
- 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
Category: Customer Support
