Mid-level Metrics Analyst

The Metrics Analyst is responsible for optimizing operational efficiency and service quality, ensuring performance targets are met. They work with key performance indicators (KPIs), generate reports, size teams, and collaborate with other areas to improve productivity and customer satisfaction.

Must Have

• Identify, implement, and analyze KPIs to evaluate customer service performance.
• Parameterize existing dialers to optimize results.
• Manage mailing strategies and validate obtained results.
• Prepare Customer Care performance reports, including intraday and daily volume curves and Average Handling Time (AHT).
• Monitor assumptions such as AHT, volume, turnover, and hiring.
• Generate database inputs for management reports.
• Size the customer service team.
• Monitor real-time indicators (handling time, pauses, etc.) and provide reports to supervision.
• Validate staffing and monitor hiring needs and internal movements.
• Collaborate with other areas to improve service.
• Conduct studies to identify opportunities for increased productivity.
• Prepare reports for analysis and monitoring of performance indicators (Dashboard).
• Participate in committees and present WFM strategies based on metrics.
• Higher Education Complete

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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The Metrics Analyst is responsible for optimizing operational efficiency and service quality, ensuring performance targets are met. They work with key performance indicators (KPIs), generate reports, size teams, and collaborate with other areas to improve productivity and customer satisfaction.

Main Points

• Identify, implement, and analyze KPIs to evaluate customer service performance.
• Parameterize existing dialers to optimize results.
• Manage mailing strategies and validate obtained results.
• Prepare Customer Care performance reports, including intraday and daily volume curves and Average Handling Time (AHT).
• Monitor assumptions such as AHT, volume, turnover, and hiring.
• Generate database inputs for management reports.
• Size the customer service team.
• Monitor real-time indicators (handling time, pauses, etc.) and provide reports to supervision.
• Validate staffing and monitor hiring needs and internal movements.
• Collaborate with other areas to improve service.
• Conduct studies to identify opportunities for increased productivity.
• Prepare reports for analysis and monitoring of performance indicators (Dashboard).
• Participate in committees and present WFM strategies based on metrics.
• Higher Education Complete

Category: Customer Support

Who We Are

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.

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