Iron Mountain Manager, Customer Care in Royersford, Pennsylvania

Overview

Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.

Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.

Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people. Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Responsibilities

Role Purpose: (main reason of the role) : Responsible for driving business strategy and execution to deliver end-to-end customer experience in support of Customer Cares strategy. Incumbent will lead the day to day operational call center functions to ensure effective quality service delivery to our customers. This person will partner and collaborate with all levels of leadership to develop, execute and monitor transformational activities aligned with our Customer focused strategy while driving measurable and sustainable business results. Will lead a CARE business line. Influence and align cross functional stakeholders to an actionable plan for improving the experience. Establish strong cross-functional relationships with execution partners in order to implement improvement initiatives and enhancing the customer experience.

Activities/Accountabilities Provides leadership to supervisor of their respective business lines, manage key performance indicators for metrics, Ensures best-in-class service delivery and efficiency in alignment with org. goals, drive, communicate, and implement a best in class customer service value model, Partner with other departments and management to accommodate timely and complete issue resolution, analyze representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model, engage in cross-functional tactical process design to support end-to-end issue resolution, ability to drive change and influence individuals at all levels in the organization, ability to translate business strategies into clear objectives for the team

Interfaces: External and Internal customers: Transportation, Operations, Billing, Account Management, Collections, Sales, and CC Leadership

KPIs/Goals and decision rights (who owns what)

  • Leads and directs functional business of CC

  • Managers team and individual performance

  • Handles escalated customer escalations

  • Delivers and holds team to key business metrics

  • Reports out on business analytics and trends

  • Accountable for hiring decisions

Qualifications

Critical Capabilities (skills, knowledge)

  • Good Communication skills

  • Proficient in Microsoft Word, Excel, and PowerPoint

  • Previous client facing experience

  • Data analytics

  • Driving strategy

  • Experience leading an operational call center

Compliance Obligations:

It is the responsibility of every Iron Mountain employee:

  • to comply with all applicable laws, rules, regulations, and company policies

  • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct

  • to complete required training within the allotted time frame

Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

Requisition # 2018-17829

Category Customer Services & Support

Type Full-Time