In my most recent role I have worked as a Team Lead for Microsoft 365 Commercial Support through a freelancing platform Upwork. This highly demanding job role functioned like any other full-time position but was carried out remotely with weekly 40 hours commitment, often exceeded beyond 60+ hours. In this role I managed a team of 13-15 freelancers across different countries, where I led operations, optimized performance to deliver high quality service with the use of data driven insights.
The core aspect of my role involved closely monitoring KPI of each ambassador and the team, identify improvement areas, coaching the ambassadors and the team, accordingly, set realistic goals, hold team meetings and conduct 1:1 sessions regularly, set deadlines and ensure efforts are being made towards improvement, innovate new ideas to improve service delivery, oversee daily activity to ensure smooth and efficient execution of operations, generate reports, provide operational updates to higher management.
In addition to performance management, I oversaw critical operational needs, such as maintaining customer security and compliance standards, managing staffing requirements, deciding on cross LOB movements, coordinating with various departments to meet service-level agreements (SLAs). I was also actively involved in the hiring process, conducting interviews and onboarding sessions to ensure that candidates align with our support model and high-performance expectations. Through these activities, I have developed strong operational skills, leadership skills and a commitment towards maintaining a supportive, inclusive environment where team members can achieve their best.