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. 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. Key Responsibilities: Responsible for daily quality operations within the department and ensures compliance with the Quality program. Provide direction, scheduling, and training of day-to-day procedures and activities. Complete performance management monitoring and conduct side by sides on a daily, weekly, and monthly basis. Partner closely with the Customer Care leadership team to provide ongoing quality feedback. Maintain constant communication with customers to ensure the best experience is provided by the Customer Care team. Provide a performance summary to the Manager and carry action plans to completion. Responsible for collecting data and providing regular reporting/updates regarding quality performance. Perform 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. Ability to manage multiple projects simultaneously. 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 and Word. Computer literacy and ability to use online systems 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. #J-18808-Ljbffr
