Senior Analyst, Global Workforce Management

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 contributions? If so, let's start the conversation.

Job Summary

Iron Mountain is seeking a highly analytical and motivated Analyst - Global Workforce Management to join our Customer CARE team. In this role, you will be responsible for maintaining optimal service levels by proactively monitoring live operations and adjusting staffing in real-time . You will also be the expert in forecasting staffing needs and optimizing complex, cross-regional schedules , while providing critical data-driven insights through reports and dashboards . What You’ll Do In this role, you will: Lead Real-Time Management (RTM): Continuously monitor live contact center operations, dynamically adjust staffing levels, and rapidly respond to unexpected changes or critical escalations to maintain efficiency and service levels.

Drive Strategic Workforce Planning: Develop accurate staffing forecasts and optimize global schedules to align resource allocation with business demands and customer service objectives across multiple regions.

Build Data & Reporting Infrastructure: Design, maintain, and automate comprehensive data-driven reports, dashboards, and analytics, providing actionable insights to leadership for strategic decision-making and continuous improvement.

Ensure Operational Compliance: Develop contingency plans for operational disruptions and ensure all workforce strategies and planning adhere to global labor laws and company policies.

What You’ll Bring The ideal candidate will have: 4+ years of direct experience in Real-Time Management (RTM), Workforce Management (WFM), and/or Data Analytics .

Expertise in Workforce Forecasting, Capacity Planning, Scheduling, and Data Analytics .

Strong knowledge of WFM tools (e.g., Verint, Nice, Aspect, Genesis) and experience with reporting and automation platforms.

Proven ability to operate as an individual contributor , manage critical escalations, and work effectively with minimal supervision.

Experience in cross-regional coordination and managing diverse stakeholders.

Category: Customer Support