M365 Operations Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Assist operations and Agents during designated shifts to achieve predefined SLAs.

• Perform weekly ticket audits focusing on Agents’ application of technical and interpersonal skills.

• Evaluate the quality of ticket resolutions and implement enhancement solutions within the designated weekly timeframe.

• Oversee daily operations, escalations, and the general needs of Agents across different time zones.

• Conduct routine performance evaluations for Agents.

• Offer leadership, coaching, and mentorship to Agents based on their time zones.

• Provide insights derived from Agent knowledge and past experiences.

• Evaluate internal candidates on their technical and interpersonal skills for role transitions.

• Assess the capabilities of potential candidates in the hiring pipeline.

• Ensure Agents fulfill contract obligations while delivering professional customer service.

• Investigate incidents involving unprofessional or disrespectful customer interactions and report substantiated cases to Microsoft Operations Management.

• Share feedback and insights to enhance Agent, customer support, and Microsoft service experiences.

• Liaise with Upwork regarding talent requirements.

⛳️ Requirements

• Proficient in M365 administration and technical support.

• Experience in managing customer support teams.

• Proven track record in leading technical support teams.

• In-depth technical support knowledge, especially within the M365 ecosystem.

• Familiarity with SLA management and ensuring teams achieve set service-level goals.

• Experience with ticket auditing and quality assurance processes.

• Skilled in providing coaching, leadership, and mentorship.

• Competence in managing escalations and daily operational challenges.

• Experience in conducting performance evaluations and delivering constructive feedback.

• Ability to assess technical and interpersonal skills when evaluating candidates.

• Experience in evaluating candidate capabilities for internal role transitions or hiring pipelines.

• Strong analytical and problem-solving abilities, with a talent for utilizing data/evidence to evaluate situations and suggest improvements.

• Excellent communication skills, particularly in collaboration with Microsoft Operations Management.

• Customer-oriented mindset and solid understanding of professional customer service standards.

• Capability to work across various time zones/shifts and manage shift-based operations effectively.

• Ability to identify opportunities for process and performance enhancements.

• Experience in staffing/talent needs or recruitment coordination.

• Must provide own hardware and software tools at personal expense.

• Laptop/PC with dual boot: personal/work partition and project-specific environment.

• Windows 11 Pro compatible, with the latest updates installed and activated using a legitimate product key.

• Minimum 16GB RAM.

• Intel 8th generation (Coffee Lake/newer) or equivalent AMD processor.

• TPM 2.0 required.

• Minimum 160GB SSD with 64GB of free space for the partition.

• LAN connection is mandatory; WiFi is not permitted to connect to provided systems and tools.

• Minimum 50 Mbps upload/download internet speed.

• No third-party antivirus software allowed; only Microsoft Defender with the latest updates.

• Microsoft Teams-compatible webcam with at least 720p resolution.

• USB 3.0 Microsoft Teams-compliant microphone and headset with background noise cancellation.

• At least one monitor with a resolution of 1368x720 or higher.

🏝️ Benefits

• Employees have the flexibility to work remotely.

• Freelancers are required to provide their own tools at their expense.

• Dual monitors are strongly recommended/preferred.

• Microsoft Defender antivirus is permitted, provided no third-party antivirus software is installed.