Iron Mountain Director, Business Solutions Customer Care in Norcross, Georgia
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
Iron Mountain Incorporated (NYSE: IRM), founded in 1951 and ranked as a Forbes 2018 America’s Best Employers, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, data centers, cloud services and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Visit www.ironmountain.com for more information.
Manage Contact Center support team leaders to deliver tactical performance improvement recommendations and analysis in support of service and fiscal operating goals
Partner with Contact Center Operations Directors to meet organizational KPIs and metrics
Manage relationship and performance of Contact Center Business Process Outsourcer (BPO) partner by ensuring contractual KPIs are consistently attained to align with Customer Care Operations Plan
Support Vice President of NA Customer Care and Inside Sales with strategy and process improvement recommendations to continuously improve the Customer Experience (CX)
Participate on cross-functional project teams to improve organizational and/or contact center technical and process capabilities
Functional Knowledge, Skills, and Competencies:(Define the knowledge and skills required to demonstrate proficiency/competency in the job.)
Proven track record of advanced knowledge of Customer Care and multi-channel contact center operations and key Performance Indicators, including: First Contact Resolution (FCR); Service-level Agreements (SLA); Customer Satisfaction (C-Sat) and Net Promoter Score (NPS)
Working knowledge of: Quality Assurance, Learning & Development and Reporting 7 Analytics
Experience working in operations environment organized in both pod or specialized teams concept
Experience with advanced process improvement or change management methodologies; ie: Lean Six Sigma, TQM, ProSci and Agile
Ability to prioritize performance opportunities into win themes that will provide the quickest and most cost effective initiatives to meet objectives as defined by VP Customer Care & Inside Sales
Driving BPO to meet contractual obligations while optimizing cost and overall relationship valuects and the level/type of interaction necessary)
Ability to travel up to 25%
Bachelor's Degree required
Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.
Category: Sales (SL)
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