#960 - M365 Queue Manager - English

As a M365 Queue Manager at Upwork, you will play a crucial role in overseeing technical case management for the M365 team. Your main responsibilities include accepting and meeting SLAs for cases, coordinating with team leads, identifying suitable ambassadors for case handling, and collaborating on innovative solutions to operational challenges. You'll be the backbone of the team, ensuring that every ticket is addressed efficiently and effectively.

To be considered for the M365 Queue Manager role at Upwork, you need to have strong English communication skills, great teamwork abilities, and a willingness to adapt to different tools. An ideal candidate is someone who is organized and comfortable collaborating with others, especially the team leads and ambassadors. A basic understanding of technical case management would also be advantageous.

For the M365 Queue Manager position at Upwork, you’ll need a dedicated computer that is not managed by any remote management systems, running Windows 10 Pro. It's recommended to have at least 8GB RAM, an Intel Core i3 processor (or better), and a fast, stable internet connection. Additionally, you should have Teams-compliant media devices and a background noise-canceling headset. Meeting these requirements ensures you can perform your duties effectively and securely.

The M365 Queue Manager at Upwork plays an essential role in ensuring team success by managing the flow of technical cases, leading to timely responses and high-quality service. By effectively tracking and prioritizing case volumes, and collaborating with team leads, the queue manager helps the entire team operate smoothly and enhances overall productivity and morale.

The Identity Verification check is a critical component for M365 Queue Managers at Upwork to ensure a secure working environment. It helps verify the identity of freelancers and aligns with the company's commitment to confidentiality and security. Successfully passing this check is essential for maintaining trust and integrity within the team, as failures can lead to immediate contract termination.

In such situations, it's important to remain calm and methodical. Start by gathering all relevant information about the ticket and consult with team leads or more experienced ambassadors for their insights. Collaboration is key; engaging your teammates can bring new perspectives and solutions to the problem.

Absolutely! I have experience in overseeing technical case management where I ensured timely responses and coordinated escalations as needed. I work closely with team leads to ensure quality and efficiency while learning to adapt to specific tools necessary for optimal case handling.

To prioritize cases effectively, I analyze case urgency based on SLA requirements and potential impact on clients. I often consult team leads for their input on high-priority issues, ensuring that critical cases receive immediate attention while also keeping track of less urgent matters.

Maintaining quality requires regular monitoring and a commitment to communication. I track case metrics and feedback to identify areas for improvement and consistently share that information with team leads. Efficiency can be achieved by using tools that automate repetitive tasks, allowing me to focus on more complex cases.

In case of conflicts, I would first address the issue directly with the individual(s) involved, ensuring to listen actively to their points of view. If needed, I’d involve the team lead to mediate and seek a collaborative resolution, aiming to preserve a harmonious work environment.

The most important skill for a queue manager is effective communication. Being able to convey expectations, provide feedback, and collaborate with team members is crucial for ensuring cases are handled correctly and efficiently. Clear communication also fosters a positive team culture.

I’m familiar with several case management tools that help streamline workflows, track case statuses, and analyze metrics. I’m also open to learning new systems quickly, as technical adaptability is key in a role like a Queue Manager.

I keep myself updated by attending industry webinars, participating in online forums, and regularly reading up on case management literature. Networking with other professionals in similar roles can also provide valuable insights into best practices.

I would actively participate in team-building activities and encourage open communication among team members. By sharing positive feedback and celebrating our accomplishments together, I believe we can foster a supportive and thriving work environment.

I thrive in dynamic environments where I can make a positive impact. The opportunity to support a team, contribute to high-quality deliverables, and engage with clients motivates me to excel. I find fulfillment in solving problems and helping others succeed.