Customer Care Team Leader
Iron Mountain Incorporated
Bucharest, Romania
1 zi în urmă

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.

Purpose of the role :

The Team Leader, Customer Care 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 function 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 enhancing the customer experience.

KEY RESPONSIBILITIES :

  • Provides leadership to the assigned team;
  • Manage key performance indicators for Customer care metrics;
  • Ensures best in class service delivery and efficiency in alignment with organization goals;
  • Drives, communicates, and implements a best in class customer service value model;
  • Partner with other departments and management to accommodate timely and complete issue resolution;
  • Analyze representative 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.

    Leads and directs functional business of Customer Care, including Billing.

    Managers team and individual performance

  • Handles escalated customer escalations;
  • Delivers and holds team to key business metrics

  • Reports out on business analytics and trends;
  • Accountable for hiring decisions

    YOUR QUALIFICATIONS

  • University degree, MBA is a plus
  • Key skills & competencies

    Exceptional 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

    Proficient in Microsoft Word, Excel, and PowerPoint

    Previous relevant customer service experience- min 10 years

    Data analytics

    Driving strategy skills

    Experience leading teams min. 7 years

    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 26,000+ teammates across 52 countries Be part of a winning team who embrace diversity, inclusion, and our differences Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing, and retirement

    Category : Customer Services & Support Group

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