• Director, Business Solutions

    Job Location(s) US-PA-Royersford
    Requisition #
    2020-23465
    Category
    Account Management
    Type
    Full-Time
  • Overview

    Iron Mountain Incorporated (NYSE: IRM), founded in 1951 and ranked as a Forbes 2018 America’s Best Employers, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, data centers, cloud services and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Visit www.ironmountain.com for more information.

    Responsibilities

    Job Summary:  

     

    Primary (P) or Secondary (S)

    Key Responsibilities: What are the main responsibilities of the job.  Indicate which are primary (essential to the job) and which are secondary (not essential to the job).

    % of Time Spent:

    P

    Manage Contact Center support team leaders to deliver tactical performance improvement recommendations and analysis in support of service and fiscal operating goals

    20%

    P

    Partner with Contact Center Operations Directors to meet organizational KPIs and metrics

    20%

    P

    Manage relationship and performance of Contact Center Business Process Outsourcer (BPO) partner by ensuring contractual KPIs are consistently attained to align with Customer Care Operations Plan

    20%

    P

    Support Vice President of NA Customer Care and Inside Sales with strategy and process improvement recommendations to continuously improve the Customer Experience (CX)

    20%

    P

    Participate on cross-functional project teams to improve organizational and/or contact center technical and process capabilities

    20%

     

    Functional Knowledge, Skills, and Competencies: (Define the knowledge and skills required to demonstrate proficiency/competency in the job.)

    • Proven track record of advanced knowledge of Customer Care and multi-channel contact center operations and key Performance Indicators, including: First Contact Resolution (FCR); Service-level Agreements (SLA); Customer Satisfaction (C-Sat) and Net Promoter Score (NPS)
    • Working knowledge of: Quality Assurance, Learning & Development and Reporting 7 Analytics
    • Experience working in operations environment organized in both pod or specialized teams concept
    • Experience with advanced process improvement or change management methodologies; ie: Lean Six Sigma, TQM, ProSci and Agile

     

    Business Expertise: (Define the level of business expertise required of the internal and/or external business environment, scope (if applicable) and overall business acumen needed to be effective in the role)

     

    Scope Information:

    ·                     Revenue (P&L)              Yes          X  No              Annual dollars:

    ·                     Operating Budget           Yes         X   No             Annual dollars:

     

     
    Leadership: (Define the extent to which the role is required to lead others, processes or programs)
    • Candidate will be responsible for providing direct oversight and performance goals attainment of the following contact center support functions:
      • Quality Assurance
      • Vendor Management (of BPO partnership)
      • Customer Care Escalations
      • Contact Center Training

     

     

    Problem Solving: (Define the typical level of problem solving minimally required by the role)
    • Ability to translate tactical performance analysis from support teams into actionable intelligence for operations leadership
    • Ability to prioritize performance opportunities into win themes that will provide the quickest and most cost effective initiatives to meet objectives as defined by VP Customer Care & Inside Sales
    • Driving BPO to meet contractual obligations while optimizing cost and overall relationship value

     

     

    Nature of Impact: (Define the overall impact this role has on company operations and/or external customers)
    • Role provides high-impacting consultation and advisory to Operations Directors and VP Customer Care & Inside Sales
    • Role provides direct leadership to support team leaders and managers

     

    Area of Impact: (Define where this role has impact within the daily context of position responsibilities.                 e.g. department, territory, business line, functional area, organization, etc.)
    • North America Customer Care Contact Center

     

     

    Interpersonal Skills: (Define the required skills for the role with internal and/or external contacts and the level/type of interaction necessary)

     

    Job / Physical Requirements/Qualifications: (Define the physical demands and/or travel requirements necessary to meet the minimum requirements of the role)

     

    1. Physical Requirements: (Please describe any physical requirements necessary to perform the minimum requirements of the role)

     

    1. Travel Requirements: (Please indicate percentage of travel required)

    10% Total travel:

    0% Local travel (Depending on District):

    5% Overnight travel:

    1. Utilization of Time and Equipment: (Allocate the % of a total day. Total does not have to equal 100%)

     

    100%

    1.     Laptop / desktop computer, telephone

    %

    2.     Lifting, moving, pushing and pulling equipment, cases, metal containers, or boxes in excess of:

     

    10-20 lbs.

     

     

    30-40 lbs.

     

     

    40 lbs.

     

    %

    3.     What are the physical aspects of the job?  (Please list general work environment considerations and physical requirements such as climbing racking, trucks, ladders etc.).

     

    1. Licenses & Certifications Required:

    N/A

     

     

     

     

    1. Qualifications: (Circle the minimum and preferred education and experience for the role)

    Minimum Education:                                                   Minimum Experience:

                                        High School                                                                 Less than 2 years

                                        2 Yrs College                                                               2 – 4 Years

                                        4-Yr College Degree                                                     4 – 7 Years

                                        Masters Degree                                                            7 – 10 Years

                                        PhD                                                                              10+ Years

    Preferred Education:                                                   Preferred Experience:

                                        High School                                                                 Less than 2 years

                                        2 Yrs College                                                               2 – 4 Years

                                        4-Yr College Degree                                                     4 – 7 Years

                                        Masters Degree                                                            7 – 10 Years

                                        PhD                                                                              10+ Years

    Qualifications

    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

     

    Every Iron Mountain employee has an obligation to promptly report issues and violations.

    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.

     

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