#960 - M365 Queue Manager - English - job 1 of 2

As an M365 Queue Manager at Upwork, your primary responsibilities include supporting the Team Lead and other Queue Managers in accepting and meeting SLA deadlines while assigning cases. You will be tracking the M365 technical case queue and ensuring that all cases are responded to in a timely manner. Collaboration is key, as you'll need to identify the most suitable ambassadors for each case and develop innovative solutions to challenges faced by the team.

To secure the M365 Queue Manager position at Upwork, you should be open to adapting to various tools and have excellent communication skills in English. A solid understanding of teamwork and effective collaboration with the Team Lead and ambassadors is crucial. No specific technical degrees are mentioned, but candidates should ideally hold experience in case management or a related field.

Upwork emphasizes process and team collaboration to achieve quality and timely responses in the M365 queue management. The M365 Queue Manager will assist in monitoring case volumes and ensure that all tickets are addressed promptly, complying with Service Level Agreements (SLAs). Continuous oversight of case assignments and direct communication with team leads will facilitate the swift handling of challenges and escalations.

To work as an M365 Queue Manager at Upwork, specific technical requirements must be met. Candidates need to have a good computer setup that meets the project’s security needs, including Windows 10 Pro, at least 8GB of RAM, and a stable Ethernet connection. Additionally, devices must comply with Microsoft Teams standards to ensure smooth communications.

The work environment for an M365 Queue Manager at Upwork is designed to foster community, diversity, and inclusion. You will work collaboratively with your team while managing cases and helping drive the team's success through open communication and innovative problem-solving. Upwork is committed to ensuring a supportive atmosphere where employees can thrive both professionally and personally.

When addressing this question, highlight any past roles that involved managing cases or technical support. Share real-world examples where you successfully navigated case volumes and maintained quality standards while working under pressure.

In your answer, outline how you assess task urgency, systematize your workflow, and leverage tools or techniques to optimize your availability. Discuss any specific methods you've used in previous roles to stay organized, such as task lists or project management tools.

Discuss your awareness of SLAs and the importance of adhering to them. Share your strategies, such as continuous monitoring of ticket response times, regular communication with the team, and prompt escalation of critical cases to maintain compliance.

Share a specific example that highlights your teamwork skills. Focus on how you communicated with your colleagues, the strategies you used to brainstorm solutions, and the positive results you achieved together.

Explain your techniques for managing stress, such as time management skills, taking short breaks, or communicating with your team to seek support when needed. Highlight a situation where you effectively managed stress to maintain productivity.

Be honest about your familiarity with tools relevant to case management. Mention any specific systems you've used before and express your adaptability to new software or platforms that Upwork might be utilizing.

Emphasize the significance of transparent communication in your role as an M365 Queue Manager. Discuss your methods for maintaining regular updates, encouraging feedback, and using various communication channels effectively.

Identify a quality such as adaptability, communication skills, or problem-solving and discuss why you think it’s crucial for the role. Provide a rationale that relates back to the responsibilities mentioned in the job description.

Discuss your understanding of effective training methods, such as hands-on sessions, shadowing experienced team members, or providing resources and guides. Emphasize your commitment to ensuring new members are confident and well-prepared.

Share your aspirations to learn and develop within the role. Discuss how you envision expanding your skills in case management, adopting new methodologies, and contributing to team success all while helping to train and onboard others.