Senior Manager, Workforce Intelligence

🔥 4 minutes ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

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👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Iron Mountain

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1951

📦 Logistics

💼 Consulting

🏥 Healthcare

Logistics • Consulting • Healthcare

Iron Mountain is a global leader in information management services, offering a wide range of solutions such as digital transformation, data and IT security, asset lifecycle management, and records storage. With operations across more than 60 countries, the company serves various industries including financial services, healthcare, public sector, and energy. Iron Mountain's services aim to protect, unlock, and extend the value of customers' information, leveraging advanced technologies like its InSight Digital Experience Platform to unify physical and digital data. The company also provides warehousing and logistics solutions, with a strong focus on sustainability and security.

📋 Description

• Establish and lead the enterprise Workforce Intelligence strategy and operating model across Customer Excellence. • Integrate workforce, service, operational, customer, and quality performance measures into a coherent view. • Define common performance frameworks, reporting standards, and governance across regions and functions. • Lead quality performance monitoring, reporting, and trend analysis. • Connect quality results with workforce, customer, and operational performance to identify root causes. • Collaborate with Operations, Training, and Workforce Management to drive targeted improvements. • Develop executive-ready performance reporting communicating business impacts and recommendations. • Establish action-governance routines ensuring performance gaps have clear ownership, accountability, and follow-through. • Identify opportunities to automate recurring reporting and leverage modern BI and AI capabilities for insight generation. • Lead and mentor a globally distributed team in business storytelling, root-cause methodology, and executive communication. • Partner with Workforce Management, regional Operations, Finance, HR, Training, and Technology to align performance intelligence with operational decision-making.

🎯 Requirements

• 8+ years of progressive experience in Workforce Management, Customer Experience performance, contact center operations, Quality, or operational insights, including direct leadership responsibility. • Strong expertise in CX & WFM metrics, including service level, ASA, handle time, forecast accuracy, staffing, productivity, shrinkage, schedule adherence, quality, and customer experience indicators. • Proven ability in data-driven insight and root-cause analysis, translating complex performance signals into business implications, executive reporting, and executable action plans. • Experience with enterprise Workforce Management platforms (Verint preferred) and modern reporting/BI tools. • Track record of driving reporting automation initiatives. • Excellent written and verbal communication skills to synthesize complex information for senior leadership. • Proven cross-functional stakeholder management capabilities. • Bachelor's degree in Business, Operations, Industrial Engineering, Analytics, Finance, or a related field. • Advanced degree is preferred.

🏖️ Benefits

• Competitive Compensation: Salary details and benefits aligned with experience and industry standards. • Flexible Work Options: Remote/hybrid options supporting work-life balance (role involves up to 20% travel). • Comprehensive Healthcare & Retirement: Full health, wellness, and retirement plans. • Paid Time Off: Generous paid time off and paid holiday schedule. • Professional Growth: Continuous learning opportunities and capability development within a global leader.