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. Iron Mountain is seeking a Supervisor of Customer Care to join our Customer Services & Support Group. The Supervisor for the Customer Care team provides leadership to the team members and empowers them to build personalized quality relationships with our internal and external customers. Our goal is to be our customer's trusted partner by anticipating their business needs, reducing customer effort, and taking ownership of every interaction. The Customer Care Supervisor is responsible for the day-to-day supervision and coaching of the team for identifying trends and making relevant, timely actions. The Customer Care Supervisor will work closely with leaders across the department to ensure a best-in-class experience is provided for every customer interaction. It is critical that the Customer Care Supervisor builds and maintains effective relationships and develops a deep understanding of quality and the business. Key Responsibilities: Responsible for daily quality operations within the department. Ensures compliance with the Quality program. Will provide direction, scheduling, and training of the day-to-day procedures and activities. Complete performance management monitoring and conduct side by sides on a daily, weekly, and monthly basis. Partners closely with the Customer Care leadership team to provide ongoing quality feedback. Constant communication with customers to ensure the best experience is provided by the Customer Care team. Provide a performance summary to their Manager and carry action plans to completion. Responsible for collecting data and providing regular reporting/updates regarding quality performance. Performs related job duties as assigned. Competencies and Preferred Skills: Strong written and oral communication skills. Customer Contact experience preferred. Intermediate knowledge of Google products required. Excellent organizational skills with a focus on follow-up. Ability to solve problems and handle complex details; uses independent judgment and takes initiative. Thrives in a fast-paced, high energy environment with the ability to meet deadlines required to support our growing business. Ability to manage multiple projects at the same time. Demonstrated ability to prioritize work and manage time to meet deadlines. Ability to develop Buyer Service Specialist performance. Global openness to interact with colleagues and partners across the globe. Key Skills, Requirements, and Competencies: 1-3 years of Leadership experience required. Proficient at handling business analytics. Strong Customer Service skills and detail-oriented. Knowledge of Microsoft Office Excel, Word. Computer literacy and ability to use online system for input, maintenance, and inquiries. Excellent verbal and written communication skills. Excellent organization and interpersonal skills. Ability to work various shifts based on business needs. Ability to lead, coach, and mentor staff. Iron Mountain is committed to intentionally creating and supporting an inclusive and diverse workforce. #J-18808-Ljbffr
