M365 Team Lead

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

📋 Description

• Oversee a team of approximately 9–16 M365 Ambassadors

• Conduct final interviews for prospective new hires

• Provide biweekly one-on-one coaching for each Ambassador

• Identify and assist underperforming agents through coaching plans

• Ensure team presence and availability during shifts

• Communicate organizational updates and decisions from higher management

• Cultivate a team environment that aligns with Microsoft’s service excellence standards

• Manage case intake, triage, and resolution within the queue

• Take preventive measures and act on idle cases

• Address Microsoft traction requests that require escalated attention

• Review and document MIRC feedback related to all DSAT

• Investigate and report on inappropriate escalation requests

• Complete PCMS reports for long-standing and high-risk tickets

• Conduct regular identity checks and promptly address any identity breaches

• Provide insights on team performance, process deficiencies, and customer trends

• Collaborate with Team Leads and Operations Leads to enhance POD performance

⛳️ Requirements

• Experience in managing a team of approximately 9–16 individuals

• Demonstrated skills in people management and coaching

• Experience in conducting interviews and selecting candidates

• Ability to hold regular one-on-one coaching sessions and performance discussions

• Experience in managing underperformance and developing or supporting coaching/improvement plans

• Excellent communication and leadership abilities

• Capability to motivate and engage team members while fostering a positive team culture

• Experience in customer support or technical support operations

• Knowledge of case/queue management, including triage, prioritization, and resolution

• Ability to monitor operational performance and ensure adherence to SLA/service-level agreements

• Experience in handling escalations, high-risk, or long-standing cases

• Ability to analyze customer dissatisfaction (DSAT) and feedback

• Experience in identifying process gaps, operational risks, and performance issues

• Strong attention to detail in reviewing and documenting cases

• Ability to analyze team performance and customer trends

• Experience in preparing or maintaining operational reports and trackers

• Ability to identify recurring issues and provide actionable insights

• Strong organizational skills with the ability to manage multiple priorities

• Understanding of data confidentiality and customer information protection

• Ability to follow and enforce identity-verification and security procedures

• Awareness of potential identity or security breaches and ability to take appropriate action

• Ability to collaborate effectively with other departments

• Ability to clearly communicate organizational changes and management decisions to the team

• Strong stakeholder management skills

• Ability to work during agreed core hours and provide consistent shift coverage

• Capable of actively monitoring the team during shifts

• Ability to work independently while maintaining strong communication with leadership

• Freelancer-provided laptop/PC with a dual boot: personal/work partition and project-dedicated environment

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

• Minimum 16GB RAM

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

• TPM 2.0 required

• Minimum 160GB SSD with at least 64GB free space for the partition

• A LAN connection is required; WiFi may not be used to connect to provided systems and tools

• Minimum internet speed of 50 Mbps for upload and download

• No third-party antivirus software; latest Microsoft Defender only

• Microsoft Teams-compatible webcam with a minimum resolution of 720p

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

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

🏝️ Benefits

• Employees have the option to work remotely

• Freelancers are responsible for providing their own hardware and software at their own expense

• Dual monitors are strongly suggested and preferred

• Flexible shift coverage is implied through agreed core hours