Operation Manager - Microsoft M365

1 hour, 19 minutes ago
Lead
Customer and Technical Support
Gigmos

Gigmos

Gigmos specializes in curating highly skilled gig workers to provide efficient and cost-effective customer support solutions through an online platform, leveraging artificial intelligence to enhance service delivery and reduce operational costs.

Internet Software & Services
51-250
Founded 2018

Description

  • Create strategies with senior management and develop policies aligned to organizational goals.
  • Implement effective processes and standards across the technical support operation.
  • Manage team operations and adapt existing methods and procedures as needed.
  • Collaborate with subordinate and senior management levels on negotiations and significant operational matters.
  • Communicate team goals, deliverables, and updates on organizational changes to the team.
  • Provide guidance to the in-house Management Trainee.
  • Monitor NSAT scores and team member productivity closely.
  • Induct new engineers and team leaders into the technical support process.
  • Manage critical and complex changes when applicable.
  • Initiate and drive continuous service improvement plans.
  • Identify and communicate potential risks and dependencies to stakeholders in a timely manner.
  • Drive performance management, career development, and retention efforts for team members.

Requirements

  • Minimum 8+ years of experience as an operations head/manager in a Technical Support process (Microsoft M365).
  • Graduate degree required.
  • Experience in the Concierge LOB is preferred.
  • Strong leadership and analytical skills.
  • Strong business acumen and commitment to productivity.
  • Ability to work proactively and perform in a fast-paced environment.
  • Dynamic, result-oriented mindset with the ability to drive results through others.
  • Strong negotiation skills and excellent process orientation.
  • Innovative and transformational mindset with a focus on process optimization.
  • Must have a laptop with 16 GB RAM, Windows 11 Pro, and internet speed of at least 50 MBPS upload and download.
  • Work from home availability with rotational shifts.

Benefits

  • Work-from-home position.
  • Opportunity to work with a fast-growing global organization.
  • Role focused on cutting-edge AI-enabled customer support transformation.

Interested in this position?

Apply directly on the company website

Apply Now

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