M365 Team Lead
RemotePhilippines
Job Summary
Conduct final interviews for new hires, perform biweekly 1:1 coaching with each Ambassador, and investigate underperforming agents through coaching plans. Supervise case intake, triage, and resolution while preventing idle cases and responding promptly to traction requests from Microsoft. Review and document MIRC feedback, report bad escalations, and fill PCMS reports for long-runners and high-risk tickets. Perform regular identity checks to address breaches and share insights on team performance, process gaps, and customer trends. Collaborate with other leads to improve POD performance and ensure SLA adherence. Manage a team of 9–16 people during agreed core hours, maintaining consistent shift coverage and independent work with strong communication.
Required Qualifications
- Experience managing a team of aprox 9 - 16 people
- Proven people-management and coaching skills
- Experience conducting interviews and candidate selection
- Ability to conduct regular 1:1 coaching sessions and performance dicussions
- Experience managing underperformance and creating/supporting coaching or improvement plans
- Strong communication and leaderhip skills
- Ability to motivate and engage team member and promote a positive team culture
- Experience in customer support/technical support operations
- Understanding of a case/queue management including triage, prioritizations and resolution
- Ability to monitor operational performance and ensure SLA/service level adherence
- Experience handling escalations, high-risk or ling-running cases
- Ability to analyze customer dissatisfaction (DSAT) and feedback
- Experience identifying pricess gaps, operational risk and performance issues
- Strong attention to details when reviewing and documenting cases
- Ability to analyze team performance and customer trends
- Experience preparing or maintaining operational reports and trackers
- Ability to identify recurring issues and provide actionable insights
- Strong organizational skills and ability to manage multiple priorities
- Understanding of data confidentiality and customer information protection
- Ability to follow and enforce identity verification/security procedures
- Awarness of potential identity or security breaches and ability to take appropriate action
- Ability to collaborate effectively with other departments
- Ability to communicate organizational changes and management decision clearly to the team
- Strong stakeholder-management skills
- Ability to work during agreed core hours and provide consistent shift coverage
- Ability to actively monitor team during shift
- Ability to work independently while maintaining strong communication with the leadership
- A laptop/PC with DUAL boot
- Boot 1: Personal and work partition
- Boot 2: Environment dedicated to the project
- Operating System: Windows 11 Pro compatible (latest updates installed and activated with a genuine product key)
- Memory: Minimum of 16GB RAM
- Processor: At least Intel 8th generation (Coffee Lake / Newer) or equivalent in AMD
- Module: Trusted Platform Module (TPM) 2.0 version is required
- Storage: Minimum of 160GB SSD with 64 GB free space for the partition
- Network: LAN (local access network) required
- Internet Speed: Minimum of 50 Mbps upload/download speed
- Antivirus: No 3rd-party antivirus software installed. Only Microsoft Defender is allowed with the latest update
- Webcam: Required and must be Microsoft Teams compatible with at least 720p resolution
- Microphone and Headset: Required and must be USB type 3.0, Microsoft Teams compliant, with background noise cancellation
- Monitor: At least one monitor is required to have at least 1368x720 or higher resolution
Desired Qualifications
- Strongly suggest and prefer that freelancers use dual monitors
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