M365 Team Lead

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

📋 Description

• Oversee a team of M365 Ambassadors to ensure optimal operational performance, team engagement, and high-quality service for Microsoft clients.

• Conduct final interviews for prospective new team members.

• Facilitate biweekly one-on-one coaching sessions with each Ambassador.

• Identify and assist underperforming agents through tailored coaching plans.

• Ensure team presence during shifts and availability of team members.

• Relay organizational updates and management decisions effectively.

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

• Address and take action on idle cases proactively.

• Respond to Microsoft traction requests and requests needing escalated attention.

• Review and document MIRC feedback related to all DSAT cases.

• Investigate and report on ineffective escalation requests using the SME tracker.

• Complete PCMS reports concerning long-standing and high-risk tickets.

• Conduct regular identity checks and promptly address any identity breaches.

• Share insights regarding team performance, process deficiencies, and customer trends.

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

• Actively oversee the team during shifts and ensure consistent shift coverage.

⛳️ Requirements

• Experience in managing a team of approximately 9 to 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 evaluations.

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

• Strong communication and leadership abilities.

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

• Background in customer support or technical support operations.

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

• Ability to monitor operational performance and ensure adherence to SLAs/service levels.

• Experience in handling escalations and managing high-risk or long-standing cases.

• Ability to analyze customer dissatisfaction (DSAT) and feedback effectively.

• 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 practical insights.

• Strong organizational skills with the capability to manage multiple priorities.

• Understanding of data confidentiality and protection of customer information.

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

• Awareness of potential identity or security breaches, with the ability to take appropriate action.

• Ability to collaborate effectively across departments.

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

• Strong stakeholder management skills.

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

• Ability to actively monitor the team during shifts.

• Capability to work independently while ensuring robust communication with leadership.

• Freelancer must supply their own tools at their own expense.

• A dual-boot laptop or PC is required, with a personal/work partition and a project-dedicated environment.

• Windows 11 Pro compatible, fully updated and activated with a genuine product key.

• Minimum of 16GB RAM required.

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

• TPM 2.0 is required.

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

• A LAN connection is required; WiFi is not permitted for connecting to provided systems.

• Internet speed must be at least 50 Mbps for both upload and download.

• No third-party antivirus software; only Microsoft Defender, fully updated, is permitted.

• A Microsoft Teams-compatible webcam with a minimum resolution of 720p is required.

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

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

🏝️ Benefits

• Option for remote work.

• Freelancer is responsible for providing their own hardware and software at their own expense.

• Strongly recommended use of dual monitors.