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.
Major | Key Accountabilities
● Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions
for delivery of WFM Disciplines
○ Volume Forecasting
○ Long term and short term Capacity Planning
○ Resource Scheduling
○ Activity Management
○ Real-time Adherence and Performance Tracking
○ License Management
● Makes strategic recommendations to improve productivity while balancing service levels and
costs
● Facilitate development of WFM employees
● Provide leadership, direction, develop and maintain team morale.
Success Measures
● Define and Deploy Global WFM strategy
● Forecast accuracy
● Scheduling Efficiency
● Improvement in CSAT, ASAT & rNPS scores
● Transparency & standardization of performance matrix & scorecard
● Reporting and optimization of License management
Authority | Decision Making
● Decisions in daily contingency planning
● First level escalation point for all resourcing
and staffing issues
Challenges
● Change management & leadership
● Effective communication (internal/
external)
● Ongoing service improvement through
upskilling of teams
● Cross functional relationship efficiency
● Challenging the established way of doing
things
Key Contacts | Internal
● Global/ Regional/ Country teams & functions
● Sales & Accounts Management - Global
● Operations Management - Global
● Continuous Improvement - Global
● Administration & Purchasing
● Finance & Accounts - Global
● Human Resources - Global/ Local
Key Contacts | External
● Customer
● Technology Partners
● Cross Functional Stakeholders
Qualification
● Relevant or related
tertiary qualifications
● Lean Management
qualifications desirable
Approval Authority
● Approval of payroll/
contract manpower as
per Budget
Experience
● Proven track record of
managing high
performance team
● Experience in change
management & multi
departmental issue
resolution processes
● Proven ability to
contribute & work in a
self-managed team
environment
● Experience in B2B
customer service
● Experience in WFM
deployments for multi
channel Customer Care
BPOs
● Internal/ external audit
experience
Skills & Knowledge
● Capacity planning
● Forecasting and
resource management
● WFM Tools and
Technologies prevalent
in the industry
● Information gathering &
analytical skills
● Presentation skills
● Communication skills
(verbal & written)
● Persuasion skills
● Direct/ Indirect Team
Management
● Technology savvy
Languages
● English (fluency in
written & verbal)
● Other languages -
Spanish, French
(desirable but not
mandatory)