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 an experienced, results-driven Supervisor - Customer Excellence to join our Customer Excellence team.
In this role, you will be responsible for supervising the daily operations of a team of 15-20 customer care resources and team leads , ensuring all workflows meet and exceed agreed-upon Service Level Agreements (SLAs) and Turnaround Times (TAT) , and managing escalations with root cause analysis (RCA) to drive continuous service improvement.
In this role, you will:
Lead Process Delivery: Supervise daily team operations and be accountable for all key performance indicators (KPIs) across productivity, quality, SLA adherence, and customer experience. You will also ensure service and cost parameters are maintained.
Manage and Mentor People: Directly manage and mentor a team of 15-20 personnel , conduct periodic performance reviews , monitor employee performance, and ensure regular coaching and training is delivered.
Drive Performance Excellence and Improvement: Constantly evaluate current operational strategies, recommend improvements , and identify opportunities to introduce RPA and other technologies to gain capacity benefits
Collaborate with Stakeholders: Develop and maintain strong relationships with key stakeholders, including customers and internal teams , collaborating with other departments to ensure a seamless customer journey.
Ensure Standardization: Maintain standard workflows at the keystroke level and keep them updated , working towards the standardization of common processes across all workflows.
The ideal candidate will have:
Proven track record of managing a high-performance team , preferably managing a team of 15-20 resources.
Experience in B2B customer service and exposure to customer satisfaction surveys.
Strong knowledge of direct/indirect team management , customer empathy, and objection resolution skills.
Proven ability in change management and multi-departmental issue resolution processes , including conducting Root Cause Analysis (RCA) and implementing corrective/preventive actions.
Fluency in English (written and verbal). Relevant tertiary qualifications are preferred.