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Leadership & People Management:
- Conduct final interviews and biweekly 1:1 coaching sessions.
- Investigate underperformance and create coaching plans.
- Foster a team environment aligned with Microsoft’s service excellence.
Operational Excellence:
- Supervise case intake, triage, and resolution to prevent idle cases.
- Respond to escalation requests and document DSAT feedback.
- Perform regular identity checks and manage long-running tickets.
Strategic Contribution:
- Share insights on team performance and process gaps.
- Collaborate with other leads to improve POD performance.
- Analyze trends and prepare operational reports.
This role involves managing a POD of M365 Ambassadors to ensure operational performance and high-quality service for Microsoft customers. The team fosters a collaborative environment aligned with service excellence, focusing on people management and operational oversight.