Lead- Customer Care

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That s why we need smart, committed people to join us. Whether you re 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 stor y while evolving your skills in a culture that will welcome your unique contributionsIf so, lets start the conversation.

Iron Mountain is seeking a highly motivated and results-oriented Lead - Customer Care to join our Customer Care (CARE) Frontline team in Bangalore. This role is responsible for overseeing the daily operations of a team dedicated to managing Destructions workflows, ensuring compliance, excellence, and strong customer experience.

In this role, you will be responsible for: driving team performance to meet and exceed all agreed Service Level Agreements (SLAs) , managing and mentoring a team of 15-20 customer care resources , and acting as the primary escalation point for all people, process, or performance issues .

What You ll Do

In this role, you will:

• Lead and Optimize Process Delivery: Supervise the daily operations of the team, ensure workflows are managed efficiently, and consistently meet and exceed agreed SLAs and Turnaround Times (TAT) with stakeholders.

• Drive Team Excellence and Development: Manage, mentor, and track the performance of 15-20 team members against agreed Key Performance Indicators (KPIs). This includes conducting regular coaching, training, and periodic performance reviews.

• Manage Escalations and Customer Resolution: Address operational issues promptly, acting as the first level escalation point for the team. This involves conducting Root Cause Analysis (RCA), implementing corrective/preventive actions, and engaging directly with customers, including handling negative sentiments and potential escalations via phone.

• Maintain and Improve Workflow Efficiency: Maintain standard workflows at a keystroke level, keeping them constantly updated, and actively seek opportunities to improve productivity and introduce technologies like Robotic Process Automation (RPA) to gain capacity benefits.

• Foster a Culture of Continuous Improvement: Constantly evaluate current operational strategies, recommend improvements , and ensure transparency and standardization of the performance matrix and scorecard.

What You ll Bring

The ideal candidate will have:

• 3-5 years of experience in a customer care, operations, or process-driven team leadership role, managing a team of 15 or more resources.

• Strong knowledge of performance management methodologies and experience in tracking KPIs across productivity, SLA adherence, quality, and customer experience.

• Proven ability in managing complex escalations , conducting RCA, and implementing effective corrective/preventive actions.

• Demonstrated experience in Stakeholder Management , developing strong relationships with internal teams and external customers.

• A track record of challenging the established way of doing things and driving continuous service improvement through upskilling and process standardization.