M365 Operations Lead

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Lifted

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

🏥 Healthcare

👥 HR Tech

📋 Compliance

💰 $6.2M Series A - Lifted on 2021-06

Healthcare • HR Tech • Compliance

Lifted is a platform for health and social care providers that streamlines recruiting, onboarding, sponsorship and ongoing compliance. The product offers access to pre-screened care workers, automated background and right-to-work checks, digital training and audit-ready records, Certificate of Sponsorship and visa application support, and real-time compliance dashboards and alerts. It is built to help care employers hire, sponsor and stay audit-ready with embedded immigration and compliance workflows.

📋 Description

• Support operations and Agents during designated shifts to meet established SLAs • Audit tickets weekly for technical and soft-skills application • Assess ticket-resolution quality and implement improvement solutions within the specified weekly timeline • Manage day-to-day operations, escalations, and Agents’ general needs across time-zone coverage • Conduct regular Agent performance evaluations • Provide team leadership, coaching, and mentorship to Agents by time zone • Provide insights based on Agent knowledge and previous experience • Screen internal candidates on technical and soft skills for role changes • Assess capabilities of potential candidates entering the hiring pipeline • Ensure Agents complete contract deliverables while maintaining respectful customer treatment • Analyze incidents involving disrespectful or unprofessional customer treatment and report substantiated cases to Microsoft Operations Management • Provide feedback and insights to Microsoft Operations Management to improve Agent, customer-support, and Microsoft-services experiences • Communicate with Upwork regarding talent needs

🎯 Requirements

• Experience with M365 administration and technical support • Experience managing customer-support teams • Experience leading technical-support teams • Strong technical-support knowledge, particularly in the M365 environment • Experience with SLA management and ensuring teams meet service-level targets • Experience with ticket auditing and quality assurance • Experience providing coaching, leadership, and mentorship • Experience handling escalations and day-to-day operational issues • Experience conducting performance evaluations and providing constructive feedback • Ability to assess technical and soft skills when screening candidates • Experience evaluating candidate capabilities for internal role changes or hiring pipelines • Strong analytical and problem-solving skills, using data/evidence to assess situations and recommend improvements • Strong communication skills when working with Microsoft Operations Management • Customer-focused mindset and understanding of professional customer-service standards • Ability to work across different time zones/shifts and manage shift-based operations • Ability to identify process and performance-improvement opportunities • Experience with staffing/talent needs or recruitment coordination • Freelancer must provide their own tools at their own expense • Laptop/PC with dual boot: personal/work partition and project-dedicated environment • Windows 11 Pro compatibility, latest updates installed and activated with a genuine product key • Minimum 16GB RAM • Intel 8th generation (Coffee Lake or newer) or equivalent AMD processor • TPM 2.0 required • Minimum 160GB SSD with 64GB free partition space • LAN connection required; WiFi may not be used to connect to provided systems and tools • Minimum 50 Mbps upload/download internet speed • No third-party antivirus; latest Microsoft Defender only • Microsoft Teams-compatible webcam with at least 720p resolution • USB 3.0 Microsoft Teams-compliant microphone and headset with background-noise cancellation • At least one monitor with 1368x720 or higher resolution

🏖️ Benefits

• Remote work option • Freelancer-provided tools and equipment, including hardware and software, at the freelancer’s own expense • Strongly suggested use of dual monitors