Supervisor
4 weeks ago
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.
ABOUT OPPORTUNITY:
As a Care Transformation Lead within the Global Care Organization at Iron
Mountain, based in India, you would have the responsibility of monitoring your
team’s adherence to daily performance metrics. You are responsible to help
transform CARE processes utilizing machine learning models and new analytical methods. The role would involve procuring, preparing, cleansing and modeling data,conducting research on advanced and better ways to solve problems and inculcate new learnings.You would also be responsible for building, scaling and deploying holistic data science products after successful prototyping.
RESPONSIBILITIES:
Process Delivery
● Monitor daily operations of the team
● Ensure agreed SLAs are met and exceeded over a period of time
● Highlight operational issues and concerns in a timely fashion and resolve
● Responsible 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
● Mentor a team of 10-15 frontline customer care resources
● Monitor employee performance and ensure conduct of regular coaching and training for team members
● Drive proactive performance management initiatives Service Transformation
● Analyze large amounts of data in order to derive business insights and create innovative solutions for business problems.
● Preparing data reports to present to stakeholders and thus provide necessary support in decision making.
● Work with Data Products product managers and Agile scrum teams on design, definition, documentation and implementation of features for new applications, business infrastructure, data security and data structure.
● Document and enter user stories and assist in LOE ( Level of Effort ) analyses
● Assist in preparing and maintaining the product roadmap which defines product enhancements for short- and long-term releases
● Collect and analyze data to determine product direction and define business requirements.
● Serve as the internal and external subject matter expert for product offerings, working with necessary business units consuming data products.
● Serve as the first line in assisting Technology in the resolution of issues and roadblocks hindering product delivery.
● Assist in creating product training and documentation materials in support of the implementation and launch of data products.
● Document, monitor, and revise the following artifacts in support of application development life cycle: product requirements, process maps, use cases, user acceptance test plans, project plans, and release notes
Success Measures
● Improvement in CSAT, ASAT & rNPS scores for all workflows under control
of the position
● Transparency & standardization of performance matrix & scorecard
● Standardization of common processes across all workflows
● Implementation of process improvement initiatives
QUALIFICATIONS:
● Experience in change management & multi departmental issue resolution processes
● Proven ability to contribute & work in a self-managed team environment
● Exposure to customer satisfaction survey
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
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: J0075122
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