M365 Operations Lead

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

📋 Description

• Assist operations and Agents during assigned shifts to achieve set SLAs.

• Conduct weekly audits of tickets for both technical and soft skills application.

• Evaluate the quality of ticket resolution and implement improvement strategies within the designated weekly timeframe.

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

• Perform regular evaluations of Agent performance.

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

• Share insights derived from Agent knowledge and past experiences.

• Screen internal candidates for technical and soft skills for potential role transitions.

• Assess the abilities of prospective candidates entering the hiring process.

• Ensure Agents fulfill contract obligations while upholding respectful treatment of customers.

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

• Provide feedback and insights to Microsoft Operations Management aimed at enhancing Agent, customer support, and Microsoft services experiences.

• Liaise with Upwork regarding talent requirements.

⛳️ Requirements

• Proficiency in M365 administration and technical support.

• Experience in managing customer support teams.

• Background in leading technical support teams.

• Strong knowledge of technical support, particularly within the M365 environment.

• Experience in SLA management and ensuring teams meet service-level objectives.

• Proficient in ticket auditing and quality assurance processes.

• Experience in providing coaching, leadership, and mentorship.

• Ability to manage escalations and daily operational challenges.

• Experience in conducting performance evaluations and offering constructive feedback.

• Capability to evaluate technical and soft skills during candidate screenings.

• Experience in assessing candidate capabilities for internal role transitions or hiring processes.

• Strong analytical and problem-solving skills, utilizing data and evidence to inform decisions and suggest enhancements.

• Excellent communication skills when collaborating with Microsoft Operations Management.

• Customer-focused approach with an understanding of professional customer service standards.

• Ability to work across different time zones and manage shift-based operations.

• Capacity to identify opportunities for process and performance improvements.

• Experience with staffing needs or recruitment coordination.

• Freelancers must supply their own tools at their own cost.

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

• Compatibility with Windows 11 Pro, with the latest updates installed and activated with a genuine product key.

• Minimum of 16GB RAM.

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

• TPM 2.0 is mandatory.

• At least 160GB SSD with 64GB free partition space.

• Wired LAN connection is required; WiFi is not permitted for connecting to provided systems and tools.

• Minimum internet speed of 50 Mbps for both upload and download.

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

• Webcam compatible with Microsoft Teams, with a minimum resolution of 720p.

• USB 3.0 compliant microphone and headset for Microsoft Teams, featuring background noise cancellation.

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

🏝️ Benefits

• Option for remote work.

• Tools and equipment provided by the freelancer, including hardware and software, at their own expense.

• Strongly recommended use of dual monitors.