Job Information
Iron Mountain Supervisor, Customer Care in Distrito Capital de Bogotá, Colombia
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.
Iron Mountain is seeking a Supervisor of Customer Care to join our Customer Services & Support Group. The Supervisor for the Customer Care team provides leadership to the team members and empowers them to build personalized quality relationships with our internal and external customers. Our goal is to be our customer’s trusted partner by anticipating their business needs, reducing customer effort, and taking ownership of every interaction.
The Customer Care Supervisor is responsible for the day-to-day supervision and coaching of the team for identifying trends and making relevant, timely actions. The Customer Care Supervisor will work closely with leaders across the department to ensure a best-in-class experience is provided for every customer interaction. The Customer Care Supervisor plays a key role in driving customer experience. It is critical that the Customer Care Supervisor builds and maintains effective relationships and develops a deep understanding of quality and the business.
Key Responsibilities:
Responsible for daily quality operations within the department. Ensures compliance with the Quality program
Will provide direction, scheduling, and training of the day to day procedures and activities
Complete performance management monitoring and conduct side by sides on a daily, weekly, and monthly basis
Partners closely with the Customer Care leadership team to provide ongoing quality feedback
Constant communication with customers to ensure best experience is provided by the Customer Care team
Provide a performance summary to their Manager of and carry action plans to completion
Responsible for collecting data and providing regular reporting/updates regarding quality performance
Performs related job duties as assigned
Competencies and Preferred Skills:
Strong written and oral communication skills
Customer Contact experience preferred
Intermediate knowledge of Google products required
Excellent organizational skills with a focus on follow-up
Ability to solve problems and handle complex details; uses independent judgment and takes initiative
Thrives in a fast-paced, high energy environment with the ability to meet deadlines required to support our growing business
Ability to manage multiple projects at the same time
Demonstrated ability to prioritize work and manage time to meet deadlines
Ability to develop Buyer Service Specialist performance
Global openness to interact with colleagues and partners across the globe.
Key Skills, Requirements, and Competencies:
1-3 years of Leadership experience required
Bachelor's degree
Proficient at handling business analytics
Good communication skills
Strong Customer Service skills and detail-oriented
Knowledge of Microsoft Office Excel, Word
Computer literacy and ability to use online system for input, maintenance, and inquiries
Excellent verbal and written communication skills
Excellent organization and interpersonal skills
Ability to work various shifts based on business needs
Ability to lead, coach, and mentor staff
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: J0079151