#964 - M365 Queue Manager - English

As an M365 Queue Manager at Upwork, your primary responsibilities will include managing the M365 technical case queue, ensuring timely responses within SLAs, and facilitating seamless operations by coordinating escalations and case assignments. Additionally, you will support Team Leads in operational activities, collaborate on innovative solutions, and help foster a productive team environment.

To qualify for the M365 Queue Manager position at Upwork, candidates should exhibit strong English communication skills and a willingness to adapt to various tools. Solid communication abilities and a collaborative spirit are key, along with being a good team player ready to support the Team Lead and the ambassadors in addressing case needs.

The M365 Queue Manager role at Upwork provides crucial support to the wider team by ensuring that the queue is managed effectively, that cases are assigned to the right Ambassadors, and that challenges are identified and tackled. By collaborating with Team Leads and other Queue Managers, you'll contribute to innovative problem-solving that enhances service quality and efficiency.

Candidates for the M365 Queue Manager role at Upwork need to meet specific technical requirements, including having a dedicated laptop or PC that is not connected to another company's domain. Essential specifications include Windows 10 Pro with at least 8GB of RAM, a dual-boot system or dedicated user profile, a reliable internet connection, and compliant media devices for communication.

The work environment for an M365 Queue Manager at Upwork is collaborative and resourceful, fostering a sense of community and inclusivity. You'll be part of a project that emphasizes diversity, social good, and operational excellence, allowing you to engage with a team dedicated to achieving high-quality service delivery.

When answering this question, detail any previous roles where you managed technical cases, emphasizing your organizational skills and ability to prioritize tasks. Provide specific examples of how you handled case assignments and escalations, highlighting your collaboration with team members.

Demonstrate your understanding of service level agreements by discussing your approach to time management and monitoring workflows. Share examples of tools or metrics you've used to track SLAs, and explain how you've adjusted processes to meet or exceed targets.

Reflect on a specific situation where you faced a challenge as part of a team. Outline the problem, the steps you took to address it, and the outcome. Emphasize your communication and teamwork skills in navigating the issue.

Be prepared to discuss the tools you've used for managing queues or technical cases. Mention any specific software or systems relevant to M365 operations, and express your willingness to learn any new technologies necessary for the role.

Illustrate your ability to prioritize tasks effectively by discussing your approach to managing competing demands. Highlight techniques like creating to-do lists, setting clear goals, and utilizing collaboration with your team to keep everything on track.

Stress the importance of clear, concise communication and regular check-ins when working remotely. Share examples of how you maintain transparency and connection with team members, ensuring that everyone stays aligned and informed.

When responding, outline a structured onboarding process that includes introducing company tools, resources, and workflows. Discuss how you would tailor the onboarding experience to help new team members feel supported and empowered to contribute.

Talk about your conflict resolution strategies, such as actively listening to all parties involved, seeking a collaborative solution, and maintaining a focus on the team's goals. Provide a personal example of a resolved conflict and the positive outcome.

Share your intrinsic motivations, such as a passion for helping others, the satisfaction of problem-solving, and creating an efficient workflow. Connect these motivations to the role of M365 Queue Manager, demonstrating how they align with the company's values.

Discuss the resources you utilize to keep abreast of industry trends and best practices, such as online courses, webinars, or professional networks. Highlight your commitment to continuous learning and how it enhances your abilities in the role.