01Overview
At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. Thats why we need smart, committed people to join us. Whether youre looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions If so, let's start the conversation.
Iron Mountain is seeking a proactive Analyst - Global Workforce Management to join our Customer CARE team.
In this role, youll play a key part in optimizing real-time operations and shaping cross-regional staffing strategy across our global customer support network. You will have the opportunity to balance service levels with operational efficiency by leveraging data-driven forecasts, advanced scheduling algorithms, and real-time adjustments. Here, your workforce planning expertise will directly improve day-to-day productivity while safeguarding the trusted service our clients rely on.
What Youll Do (Responsibilities) In this role, you will:
Real-Time Operational Management: Monitor live queue health, dynamically adjust staffing levels, and execute contingency plans to handle unexpected volume spikes or disruptions.
Workforce Forecasting & Scheduling: Develop accurate staffing forecasts and optimized cross-regional schedules that align labor resources directly with incoming customer demand.
What Youll Bring (Skills & Qualifications) The ideal candidate will have:
4+ years of dedicated experience in workforce management (WFM), real-time analysis (RTA), or operational data analytics.
Strong knowledge of global workforce regulations, scheduling algorithms, and outbound capacity planning.
Hands-on experience with enterprise WFM and contact center software platforms (e.g., Verint, NICE, Aspect, Genesys).
High proficiency in data visualization and reporting tools, including Google Sheets, Docs, Slides, and Forms.
Proven ability to work independently, manage critical real-time escalations, and lead cross-regional stakeholder communications.
Outbound Capacity Planning: Manage "Request Call" and virtual hold workflows to smooth out inbound contact spikes, tune dialer pacing, and consistently meet target service levels.
Analytics & Performance Reporting: Design automated reports and real-time dashboards to deliver actionable workforce insights to leadership and cross-functional stakeholders.
Strategic Process Optimization: Recommend operational improvements and workforce strategies that increase productivity, maintain compliance with labor regulations, and reduce operational costs.
Category: Customer Support .
