961-M365 Queue Manager

As an M365 Queue Manager at Upwork, your primary responsibilities will include supporting the Team Lead in managing the technical case queue. This entails accepting cases, meeting SLA requirements, assigning tickets to the most suitable ambassadors, and collaborating with your team to develop innovative solutions for challenges that arise. Your role will be crucial in ensuring quality delivery and efficient case management.

To qualify for the M365 Queue Manager position at Upwork, candidates should demonstrate strong English communication skills, be adaptable to various tools, and have solid collaboration abilities. Being a good team player is critical, as you will often be working closely with team leads and ambassadors. Furthermore, you should have access to the required technical setup and maintain a professional work environment.

The M365 Queue Manager position with Upwork requires a dedicated working environment that meets specific technical requirements. You should have a computer not joined to any company's domain, with a recommendation for a dedicated laptop or PC. Complying with the necessary security measures, including a wired Ethernet connection and adhering to device specifications, is vital to ensure smooth operations.

The M365 Queue Manager significantly contributes to team success at Upwork by ensuring that cases are handled efficiently and within SLAs. By effectively monitoring ticket progress and facilitating escalations, you assist in maintaining high-quality service delivery. Your ability to collaborate with team leads and generate innovative ideas helps create a positive team culture and enhances overall productivity.

Communication is essential for the M365 Queue Manager role at Upwork. Clear and effective communication allows you to coordinate with team leads, assign tasks to ambassadors, and ensure everyone is aligned on objectives. Strong communication skills also foster collaboration and help resolve any potential issues or challenges that may arise in the case management process.

When answering this question, emphasize specific experiences where you successfully handled case volumes, met SLAs, and coordinated with team members. Provide examples of how you organized and prioritized tasks to ensure efficient management of the case queue, demonstrating your ability to stay on top of deadlines and maintain quality.

Discuss your strategies for maintaining open lines of communication, such as utilizing tools for messaging and collaboration, scheduling regular check-ins, and being proactive about sharing updates. Highlight any specific instances where your communication skills resulted in successful projects or addressed team challenges.

Explain your approach to stress management and prioritization. You could talk about remaining calm under pressure, focusing on the most urgent cases, and working collaboratively with your team to allocate resources effectively. Use an example from your past experience where you successfully navigated a high-pressure scenario.

Mention any tools or software you're familiar with that facilitate case management, explaining how they enhance efficiency and communication. Discuss your comfort level with learning new tools and your adaptability to the specific technologies used by Upwork.

Your response should focus on your collaborative nature. Mention examples where you actively engaged in teamwork, shared ideas for improvement, or assisted colleagues in problem-solving. Highlight how you foster a supportive environment that encourages input from all team members.

Provide a clear outline of your prioritization criteria, such as urgency, complexity, and customer impact. Describe a specific example from your previous experiences that illustrates how you successfully prioritized cases to meet deadlines.

Discuss your method for identifying quality issues, monitoring key metrics, and coordinating with team leads to address any concerns. Offer solutions you might implement, like training sessions or feedback loops, to ensure continuous improvement in ticket handling.

Share a detailed example where you played a significant role in a collaborative project. Outline your contributions, how you overcame challenges, and the outcomes achieved. Focus on effective communication and teamwork that led to successful results.

Emphasize your belief in fostering mutual respect, open conversations, and a supportive environment. Discuss activities you might initiate to strengthen team bonding, such as team-building exercises or informal check-ins, encouraging a culture of inclusion.

Articulate your enthusiasm for the role by connecting it with your professional goals and skills. Express admiration for Upwork's values, the importance of the M365 team, and how you believe your background aligns with the company's mission. Personalize your response to reflect genuine interest.