Remote Senior Manager, Workforce Intelligence & CX

Iron Mountain

Nashville (TN)

Remote

USD 120,000 - 180,000

Full time

4 days ago

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Benefits offered by this job

Competitive compensation

Flexible work options

Healthcare & retirement

Paid time off

Professional growth

Job summary

Iron Mountain in Nashville, TN is seeking an experienced Senior Manager, Workforce Intelligence to lead the enterprise Workforce Intelligence across Customer Excellence. You will transform data into actionable insights, aligning workforce, service, and quality metrics with strategic goals.

You will build executive reporting, govern performance actions, and mentor a globally distributed team while partnering with Finance, HR, Operations, Training, and Technology to drive improvements and informed

Qualifications

8+ years of progressive experience in Workforce Management, CX performance, contact center operations, Quality, or operational insights.
Strong CX & WFM metrics expertise, incl. service level, ASA, handle time, forecast accuracy, staffing, productivity, shrinkage, schedule adherence.
Proven ability in data-driven insight and root-cause analysis with executive reporting.
Experience with Verint and modern BI/reporting tools and automation initiatives.
Strong executive communication and cross-functional leadership.

Responsibilities

Establish and lead the enterprise Workforce Intelligence strategy and operating model across Customer Excellence.
Integrate workforce, service, operational, customer, and quality performance measures into a coherent view.
Develop executive-ready performance reporting with clear ownership and follow-through.
Identify opportunities to automate recurring reporting and leverage BI/AI for insights.
Partner with Workforce Management, regional Operations, Finance, HR, Training, and Technology to align performance intelligence with operations.