Job Description
The Supervisor, Collections role at Iron Mountain involves managing and mentoring a team of 10-15 customer success analysts, ensuring daily operations meet and exceed SLAs, and driving proactive performance management. This position is accountable for key performance indicators across productivity, quality, and customer experience, including managing escalations and implementing corrective actions. The supervisor will also focus on fostering a productive work environment, evaluating operational strategies, and identifying opportunities for process improvements and technology adoption to enhance capacity and efficiency.
Good To Have:
- Significant experience in a contact centre, customer service environment or administrative background
- Proven track record of managing high performance team
- Proven ability to contribute & work in a self-managed team environment
- Experience in change management & multi departmental issue resolution processes
Must Have:
- Create, develop and maintain strong internal and external relationships
- Manage and mentor a team of 10-15 customer success analysts and/or customer success specialists
- Monitor employee performance and ensure conduct of regular coaching and training for team members
- Conduct periodic performance reviews of all team members
- Drive proactive performance management initiatives
- Supervise daily operations of the team
- Ensure agreed SLAs are met and exceeded
- Address operational issues and concerns in a timely fashion and resolve
- Accountable for team KPIs across productivity, SLA adherence, quality, and customer experience
- Manage escalations, conduct RCA, and implement corrective/preventive actions
- Ensure team performance is tracked against agreed KPIs and reported as per required frequency
- Monitor work allocation and team bandwidth real time
- Collaborate with other departments where required to ensure a seamless customer journey
- Develop and maintain strong relationships with key stakeholders, including customers, and internal teams
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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
- Create, develop and maintain strong internal and external relationships
- Manage and mentor a team of 10-15 customer success analysts and/or customer success specialists
- Monitor employee performance and ensure conduct of regular coaching and training for team members
- Conduct periodic performance reviews of all team members
- Drive proactive performance management initiatives
- Supervise daily operations of the team
- Ensure agreed SLAs are met and exceeded
- Address operational issues and concerns in a timely fashion and resolve
- Accountable for all key performance indicators of the team across productivity, SLA adherence, quality and customer experience
- Manage escalations and keep them to 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
- Monitor work allocation and team bandwidth real time
- Collaborate with other departments where required to ensure a seamless customer journey
- Accountable for all key performance indicators of the team across productivity, SLA adherence, quality and customer experience
- Develop and maintain strong relationships with key stakeholders, including customers, and internal teams
Success Measure
- Develop productive, profitable and achievement oriented working environment for employees
- Constantly evaluate current operational strategies and recommend improvements
- Identify opportunities to improve productivity and introduce RPA and other technologies to constantly gain capacity benefits
- Develop an environment of continuous improvement
Authority/ Decision Making Challenges
- Not Applicable
- Promote Inclusion and Teamwork
- Act with Integrity
- Take Ownership
- Build Customer Value
- Own Safety and Security
Key Contacts
Internal Key Contacts
- Account Management Teams
- Operations
- Customer Care
- A2C
- Management & other Iron Mountain functions
- CSM/GAM Team
- Quality Improvement
- Training
External
- Customers
Qualifications Experience Skills & Knowledge Language Proficiency
- Bachelor Degree
- Significant experience in a contact centre, customer service environment or administrative background
- Proven track record of managing high performance team
- Proven ability to contribute & work in a self-managed team environment
- Experience in change management & multi departmental issue resolution processes
- Strong written and oral communication skills
- Strong interpersonal skills
- Flexible and customer first team player
- Computer literate – Microsoft Office / G-Suite
- Thorough investigative skills
- Sound analytical skills
- Extensive experience using excel / google sheets
- Confident in multi-tasking
Category: Finance
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