Iron Mountain is seeking a Team Leader to lead a team to provide timely, quality service and total customer satisfaction. The ideal candidate will have excellent communication and problem-solving skills, and experience in managing a team and implementing quality control measures.
Requirements
- Lead a team to provide timely, quality service and total customer satisfaction
- Support the Warehouse Supervisor/Operations Supervisor to maintain all business standards, health and safety, and personnel issues within the team
- Ensure prompt and accurate completion of all service requests by customers
- Complete and maintain all daily and weekly reports and logs for the team/site
- Complete and maintain all records and forms with respect to receiving and/or releasing customer records/assets
- Research and resolve service issues and implement solutions
- Support the supervisory team in the recruitment of suitable high calibre, and customer service focused staff
- Complete staff attendance records and help keep overtime down, manage poor attendance quickly
- Coach, train and guide direct reports to deliver high levels of quality service to customers
- Supervise workloads, contribute to the setting of team targets for the site/region, and manage poor conduct where necessary
- Ensure that the desired standards of consistency, fairness and honesty are adhered to in all personnel situations and develop the appropriate Iron Mountain culture
- Ensure that standard policies and procedures are rolled out to the business unit in a timely manner
- Co-ordinate staff training and ensure subordinates are fully trained and following procedures and process
- Support the Warehouse Supervisor/Operations Supervisor to ensure facilities are maintained to the standards required for customer satisfaction and employee health and safety
- Ensure computer systems are used properly within the team/site, using KPIs to analyse service delivery performance, identify and implement improvements
- Through the Operational Trainers, ensure all staff within the site receive sufficient and ongoing training on internal systems and other relevant software
- Assist with system conversions and ongoing developments to ensure a timely and efficient implementation which is not disruptive to client service but enhances our go forward offering
