Iron Mountain Jobs

3 weeks ago

Bengaluru, Karnataka, India timesjobs Full time

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 teams 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 a 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.

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.


CLICK HERE

Requisition:
J0075122

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