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. + Iron Mountain is seeking a proactive Analyst - Global Workforce Management to join our Customer CARE team.In this role, you'll play a key part in optimizing real-time operations and shaping cross-regional staffing strategy across our global customer support network. You will have the opportunity to balance service levels with operational efficiency by leveraging data-driven forecasts, advanced scheduling algorithms, and real-time adjustments. Here, your workforce planning expertise will directly improve day-to-day productivity while safeguarding the trusted service our clients rely on.What You'll Do (Responsibilities) In this role, you will: + Real-Time Operational Management: Monitor live queue health, dynamically adjust staffing levels, and execute contingency plans to handle unexpected volume spikes or disruptions. + Workforce Forecasting & Scheduling: Develop accurate staffing forecasts and optimized cross-regional schedules that align labor resources directly with incoming customer demand. + What You'll Bring (Skills & Qualifications) The ideal candidate will have: + 4+ years of dedicated experience in workforce management (WFM), real-time analysis (RTA), or operational data analytics. + Strong knowledge of global workforce regulations, scheduling algorithms, and outbound capacity planning. + Hands-on experience with enterprise WFM and contact center software platforms (e.g., Verint, NICE, Aspect, Genesys). + High proficiency in data visualization and reporting tools, including Google Sheets, Docs, Slides, and Forms. + Proven ability to work independently, manage critical real-time escalations, and lead cross-regional stakeholder communications. + Outbound Capacity Planning: Manage "Request Call" and virtual hold workflows to smooth out inbound contact spikes, tune dialer pacing, and consistently meet target service levels. + Analytics & Performance Reporting: Design automated reports and real-time dashboards to deliver actionable workforce insights to leadership and cross-functional stakeholders. + Strategic Process Optimization: Recommend operational improvements and workforce strategies that increase productivity, maintain compliance with labor regulations, and reduce operational costs. Category: Customer Support Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers' assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here. Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity. Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE **Requisition:** J0104755