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.
Job Summary
Iron Mountain is seeking an experienced Workforce Management Supervisor to join our Global Service Center team. In this role, you will be responsible for overseeing daily Workforce Management operations, ensuring optimal staffing levels and real-time adherence to meet all Service Level Agreements across our multi-channel customer contact environment.
You will lead a dedicated team of analysts who bridge the gap between strategic capacity planning and day-to-day execution to drive operational excellence.
What You’ll DoIn this role, you will:
Responsibility 1: Lead the forecasting and scheduling process by creating accurate volume forecasts and staff schedules to optimize resource deployment across voice, chat, email, and social channels.
Responsibility 2: Collaborate with Operations, Training, and Human Resources stakeholders to align staffing with business needs and communicate performance insights to leadership.
Responsibility 3: Ensure compliance with organizational standards by monitoring intraday performance and real-time adherence to maintain service level targets and minimize operational gaps.
The ideal candidate will have:
3+ years of experience in Workforce Management roles, including at least 1 year in a supervisory or lead capacity.
Strong knowledge of Workforce Management tools (such as NICE IEX, Verint, Aspect, Calabrio, ServiceNow, or Genesys) and advanced proficiency in Microsoft Excel.
Proven ability in analytical problem-solving and stakeholder management within a fast-paced, multi-channel contact center environment.
Strong leadership skills with a demonstrated ability to coach, mentor, and train team members on reporting best practices and industry methodologies.
