• Customer Service Supervisor, Quality

    Job Location(s) US-PA-Royersford
    Requisition #
    Customer Services & Support
  • Overview

    Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.
    Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.
    Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.
    Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people.  Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.


    Job Summary


    We are seeking a full time Supervisor for the Customer Care Quality team to provide guidance to our CARE team members and empower them to build personalized quality relationships with our customers.  Our goal is to be our customer’s trusted partner by anticipating their business needs, reducing customer effort and taking ownership of every interaction.


    Responsible for the daily functions and customer support within the Customer Care North America teams.  Ensure that team goals and targets are met with the primary focus on quality customer service.   Key Responsibilities:

    • Maintenance of the Quality Monitoring System
    • Provide weekly, monthly reports to the Customer Care leadership team
    • Partner with the training and management teams to improve performance of Customer Care Associates
    • Provide support for self-motivated and empowered team
    • Assist with the recruitment, hiring and support of new employees and ongoing training and support for the team
    • HR related support for team members as required
    • Support initiatives to enhance employee recognition and career development for individuals on the team
    • Knowledge and adherence of Iron Mountain policy and procedures and department and company standards
    • Assist with performance reviews, answer questions and provide constructive feedback to assist team members through performance improvement programs



    • Call Center Quality Assurance experience required
    • Experience with Quality Monitoring Systems required
    • 1-3 years Management experience required
    • Strong Customer Service skills and detail-oriented
    • Knowledge of Microsoft Office Excel, Word • Computer literacy and ability to use on-line system for input, maintenance and inquiries • Excellent verbal and written communication skills • Excellent organization and interpersonal skills • Ability to work various shifts based on business needs • Ability to lead, coach and mentor staff


    Compliance Obligations:


    It is the responsibility of every Iron Mountain employee:

    • to comply with all applicable laws, rules, regulations, and company policies
    • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct 
    • to complete required training within the allotted time frame