Iron Mountain Customer Care Jobs

y Policy Statement, <a href="">CLICK HERE</a><br><br><strong>Requisition:</strong> J00

Job Information

Iron Mountain Customer Response Workforce Analyst in Norcross, Georgia

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.

As a trusted partner to our clients there is a requirement that our Mountaineers must be vaccinated.


  • Serves as a subject matter expert and WFM liaison for the Customer Care leadership and coordinates with these teams to ensure consistent business / operational goals are achieved.

  • Provides and implements real time solutions to the business that results in increased productivity/efficiency. Provide extensive real-time oversight and takes appropriate action to meet established goals and maximize efficiency.

  • Assists with all resource planning functions for the specified teams and/or center such that all workforce management strategies meet and exceed set expectations. Identifies and implements continuous improvement initiatives.

  • Reporting - Provides timely and accurate management reports and analysis, including the creation and maintenance of regular and ad hoc reporting and the development of improved reporting processes. Manages the accurate compilation and distribution of information and reports to identified stakeholders. Analyzes trends, patterns, and historical data in order to develop value added workforce solutions for Customer.

Key Skills, Requirements and Competencies:

  • Extensive experience with Workforce Management tools, preferably IEX, Avaya/Verint and CCMA.

  • 3-5 years Forecasting scheduling, real time and workforce management experience in a contact center required.

  • Must be detailed oriented

  • Strong project management capabilities

  • Excellent organization skills and able to manage multiple and changing priorities

  • Excellent interpersonal and customer interaction skills to include communications, presentation and conflict resolution skills.

  • Must have proficiency with various software applications programs including Microsoft Office product: Office, Word, Excel, PowerPoint, Access and Visio.

  • 2nd shift position post training

  • Must have proficiency with various software applications programs including Microsoft Office product: Office, Word, Excel, PowerPoint, Access and Visio.

US : Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

abilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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

Requisition: J0038222