Iron Mountain Customer Care Manager in Kocaeli, Turkey
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
ABOUT THE OPPORTUNITY…
The Customer Care Manager will be responsible for driving business strategy and execution to deliver end-to-end customer experience in support of Customer Care strategy. Incumbent will lead the day-to-day operational call center functions to ensure effective quality service delivery to our customers. This person will collaborate with all levels of leadership to develop, execute and monitor transformational activities aligned with our Customer focused strategy while driving measurable and sustainable business results. Will lead a CARE business line. Influence and align cross-functional stakeholders to an actionable plan for improving the experience. Establish strong cross-functional relationships with execution partners in order to implement improvement initiatives and enhance the customer experience.
Identifies customer needs, provides necessary information and insight to other functions
Focuses on improving the workflows and processes constantly
Ensures best-in-class service delivery and efficiency in alignment with organization goals, drive, communicate, and implement a best in class customer service value model
Provides leadership to supervisor of their respective business lines, manage key performance indicators for metrics
Analyze team performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model, engage in cross-functional tactical process design to support end-to-end issue resolution.
Handles escalated customer escalations, attends customer meetings when needed, partners with other departments and management to accommodate timely and complete issue resolution
Represents the country in the regional and/or global meetings
Reports out on business analytics and trends
Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
Accountable for hiring decisions
5+ years of experience in the Customer Care (or relevant) function, at least 3 years in a leadership role
Verbal and written proficiency in English
Good Communication skills
Ability to drive change and influence individuals at all levels within an organization
Ability to translate business strategies into clear objectives for the team
Ability to manage transformation projects
Proficient in Google Workspace or Microsoft Office applications
Previous client facing experience
WHAT’S IN IT FOR YOU?
Be part of an ever evolving global organization focused on transformation and innovation
A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self
Global connectivity to learn from 24,000+ teammates across 60+ countries
Working with some of the biggest brands and experts in the business
Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing, and retirement
Category: Customer Services & Support Group
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE