Work Force Manager

Iron Mountain•Madison, IN

About The Position

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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. Role Overview The Workforce Management Supervisor will be responsible for overseeing the daily operations of the WFM team, ensuring optimal staffing, scheduling, and real-time adherence to meet service level agreements (SLAs). This role bridges strategic planning with day-to-day execution, ensuring resources are effectively deployed across all customer contact channels (voice, chat, email, social). The ideal candidate will have strong analytical skills, a deep understanding of WFM tools and methodologies, and the ability to collaborate with multiple stakeholders to drive operational efficiency and service excellence.

Requirements

3+ years in Workforce Management roles, with at least 1 year in a supervisory or lead position.
Experience in multi-channel contact center environments.
Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, Calabrio, ServiceNow WFM, Genesys WFM).
Advanced Excel skills; familiarity with BI tools (Power BI, Tableau) is a plus.
Strong understanding of forecasting, scheduling, and intraday management principles.
Excellent analytical, problem-solving, and decision-making abilities.
Strong communication skills with the ability to influence and manage stakeholders.
Ability to work under pressure in a fast-paced, dynamic environment.
Strong team leadership and coaching abilities.

Responsibilities

Forecasting & Planning Assist in creating short-term and long-term volume forecasts using historical data, seasonal trends, and business drivers.
Support capacity planning for multi-channel operations to meet SLAs and optimize staffing levels.
Oversee the creation and distribution of accurate staff schedules.
Ensure schedules account for breaks, training, meetings, and shrinkage.
Approve schedule changes and manage shift swaps, overtime, and time-off requests.
Monitor intraday performance, staffing levels, and adherence to schedules.
Make real-time adjustments to meet service level targets and minimize impacts of volume spikes or staffing shortages.
Communicate staffing updates, reassignments, and contingency actions to operations.
Generate daily, weekly, and monthly reports on staffing, adherence, SLA performance, and forecast accuracy.
Identify trends, gaps, and improvement opportunities, and present recommendations to management.
Lead, coach, and mentor WFM analysts and coordinators to ensure high performance and accuracy.
Provide ongoing training on WFM tools, reporting, and best practices.
Conduct performance reviews and maintain team engagement.
Partner with Operations, Training, and HR to align staffing with business needs.
Communicate forecast changes, staffing risks, and performance insights to leadership.
Participate in business review meetings to represent WFM insights.