Work Force Manager

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.

Role Overview

The Workforce Management Supervisor will be responsible for overseeing the daily operations of the WFM team, ensuring optimal staffing, scheduling, and real-time adherence to meet service level agreements (SLAs). This role bridges strategic planning with day-to-day execution, ensuring resources are effectively deployed across all customer contact channels (voice, chat, email, social).

The ideal candidate will have strong analytical skills, a deep understanding of WFM tools and methodologies, and the ability to collaborate with multiple stakeholders to drive operational efficiency and service excellence.

Key Responsibilities

Forecasting & Planning

• Assist in creating short-term and long-term volume forecasts using historical data, seasonal trends, and business drivers.
• Support capacity planning for multi-channel operations to meet SLAs and optimize staffing levels.

Scheduling & Staffing

• Oversee the creation and distribution of accurate staff schedules.
• Ensure schedules account for breaks, training, meetings, and shrinkage.
• Approve schedule changes and manage shift swaps, overtime, and time-off requests.

Real-Time Management

• Monitor intraday performance, staffing levels, and adherence to schedules.
• Make real-time adjustments to meet service level targets and minimize impacts of volume spikes or staffing shortages.
• Communicate staffing updates, reassignments, and contingency actions to operations.

Reporting & Analytics

• Generate daily, weekly, and monthly reports on staffing, adherence, SLA performance, and forecast accuracy.
• Identify trends, gaps, and improvement opportunities, and present recommendations to management.

Team Leadership

• Lead, coach, and mentor WFM analysts and coordinators to ensure high performance and accuracy.
• Provide ongoing training on WFM tools, reporting, and best practices.
• Conduct performance reviews and maintain team engagement.

Stakeholder Collaboration

• Partner with Operations, Training, and HR to align staffing with business needs.
• Communicate forecast changes, staffing risks, and performance insights to leadership.
• Participate in business review meetings to represent WFM insights.

Qualifications & Skills

Education & Experience:

• Bachelor’s degree in Business, Statistics, Operations, or a related field (or equivalent work experience).
• 3+ years in Workforce Management roles, with at least 1 year in a supervisory or lead position.
• Experience in multi-channel contact center environments.

Technical Skills:

• Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, Calabrio, ServiceNow WFM, Genesys WFM).
• Advanced Excel skills; familiarity with BI tools (Power BI, Tableau) is a plus.
• Strong understanding of forecasting, scheduling, and intraday management principles.

Soft Skills:

• Excellent analytical, problem-solving, and decision-making abilities.
• Strong communication skills with the ability to influence and manage stakeholders.
• Ability to work under pressure in a fast-paced, dynamic environment.
• Strong team leadership and coaching abilities.

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.