Team Lead - Office 365 Support Team
Company: Mural Consulting
Posted on: March 21, 2019
Based in Tucson, Employer is an industry leader in cloud computing
strategy, technical services, and ongoing support for Microsofts
full suite of collaboration applications, such as Office 365. As a
rapidly growing company, you can be a part of dynamic,
collaborative, and challenging environment helping Small Business
customers with a wide variety of technical opportunities while
empowering their success.
If you are a best in class team leader with a strong technical
foundation that loves to mentor, solve problems, encourage staff
development, and, above all else, deliver a memorable experience
for the customers that you and your team serve, then you should
join the Employer team as an Office 365 Concierge Team Lead.
Impact the lives of our small business customers and empower their
--- Directly leads and supervises staff, including interviewing,
hiring, coaching, planning, assigning, and directing work. This
includes training, development, recognition/rewards, assessing
performance, and mutually working with team members to implement
action plans that ensure we exceed customer expectations.
Regularly monitor interactions and frequently meet with team
members according to expectations to provide ongoing feedback,
development planning, and behavioral coaching.
Manage performance on programs to defined Key Performance
Indicators (KPIs) as identified by company and client
Identify performance opportunities at the team or program level to
develop and implement comprehensive action plans. Document results
and provide program results and progress to leadership.
Analyze and improve performance by tracking contact center
statistics including absenteeism, schedule adherence, and customer
experience while providing frequent feedback to staff as well as
proactively updating leadership on results and progress.
Partner with quality team to assess and provide feedback to staff
on interaction monitoring and participate in required calibration
Collaborate with, and provide, feedback to Training Team and HR on
newly hired staff performance for identification of curriculum and
talent acquisition improvements. Work with training team to
identify areas of ongoing recurrent development to increase agent
Review and delegate troubleshooting and escalation issues to
Work with other team leads to drive overall customer satisfaction
and efficiency goals for the program in coordination with program
Document all interactions and communications with team members
regarding policies and performance.
Monitors client interaction queue and measures team member
productivity towards achieving hourly forecast objectives
Here are the talents desired as an Office 365 Concierge Trainer at
--- Solid track record of achieving and exceeding performance and
Demonstrated ability to manage and prioritize multiple projects and
tasks while employing time management and organizational
Ability to lead/participate in meetings (individual and group) to
gain consensus and achieve objectives.
Ability to make sound decisions using good judgement in varying
scenarios, with varying degrees of conflict, specific to: employee
performance, operational results, and coaching, and is able to
achieve a unified outcome with integrity.
Critical thinking that supports the ability to accurately assess
interactions using Murals quality framework
Analytical ability that combines qualitative AND quantitative
insights and learning to drive change
Excellent verbal and written communication skills that promotes
professional, clear, and respectful engagement with others
Deep customer empathy and a passion for continuously engaging with
customers in order to best understand and serve them
Self-Manager who can work independently on assigned tasks
Continuous Improvement Mindset where good is never good enough, and
the desire to raise the bar is a reason to come to work each
Here are the requirements we are looking for that ensures our
Office 365 Concierge Trainer will be successful:
High School diploma or equivalent required, Bachelors Degree
Minimum of 1-3yrs experience working in a contact center
environment delivering for customers
Minimum of 1-3yrs experience leading, coaching, and developing high
High degree of technical acuity and experience with a focus on
supporting Microsoft/Office 365 product line-up
Active participant in the process of improvement and change. The
ability to be proactive in improvement and providing solutions
while engaging in ongoing tasks and directives.
Is the utmost Role Model for all Mural values, policies, practices,
Is a driver and a change catalyst with the mindset to change the
In addition to working alongside a team of dedicated individuals
and cloud consulting experts, Mural offers competitive pay, casual
dress, multiple comprehensive medical, dental, and vision plans,
401(k) plan, company paid basic life insurance and long-term
disability plans, corporate discounts on goods, services and
travel, and company sponsored lunch Fridays.
Discover what its like to be part of a team that has fun,
continuously collaborates, constantly trying new things, and loves
helping Small Business Customers.
All your information will be kept confidential according to EEO
Employer. Empowering Success.
PandoLogic. Keywords: Concierge, Location: Tucson, AZ - 85726
Keywords: Mural Consulting, Drexel Heights , Team Lead - Office 365 Support Team, Administration, Clerical , Tucson, Arizona
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