• Oversee the performance of Team Leaders, ensuring alignment with organizational goals, support KPIs, operational efficiency, and customer satisfaction.• Drive the strategy for product-led growth across all technical support and advisory services, ensuring seamless integration with Microsoft technologies, insight gathering, innovation and experimentation to help improve customer experience and product excellence.• Foster a culture of innovation, flexibility, and continuous learning within business framework, enhancing our ability to adapt to changing customer needs and technology landscapes.• Engage in high-level strategic planning, working closely with senior management to align operations with broader organizational goals and customer strategies.• Maintain a proactive approach to problem-solving, anticipating challenges, and implementing solutions that enhance service delivery and customer satisfaction

I'm responsible for coaching and supervising a group of Team Leaders (Business Project Managers) and their direct reports. As well as being responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations. Core Duties Includes: • Maintain and grow revenue of program, responsible for profitability including revenue, margins, billing, seat utilization and retention • Ensures program has proficient training, staff development, and effective employee relation/recognition programs. • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed. • Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction. • Maintain relationships with strategic stakeholders in order to facilitate open communications, understand changing technologies and stay abreast of industry trends. • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance. • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support. • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement. • Develop company systems for customer interaction and voice response and control the implementation process • Summarize, collect, and analyze call center trends and data for regular performance reports.

As a senior team manager, I'm responsible for coaching and supervising a group of Team Leaders (Business Project Managers) and their direct reports. As well as being responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations. Core Duties Includes: • Maintain and grow revenue of program, responsible for profitability including revenue, margins, billing, seat utilization and retention • Ensures program has proficient training, staff development, and effective employee relation/recognition programs. • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed. • Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction. • Maintain relationships with strategic stakeholders in order to facilitate open communications, understand changing technologies and stay abreast of industry trends. • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance. • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support. • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement. • Develop company systems for customer interaction and voice response and control the implementation process • Summarize, collect, and analyze call center trends and data for regular performance reports.

Was responsible for the day-to-day supervision of a group of technical support associates, to ensure performance metrics are achieved by providing adequate coaching, motivation and accountability.Essential Functions/Core Responsibilities • Responsible for the day-to-day supervision of a group of technical support associates including work and attendance monitoring in accordance with organization policy. • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved. • Identify performance related issues, develop an action plan for improvement, implement corrective actions. • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations. • Communicate expectations to employees and provide timely updates. • Provide subject matter expertise in handling escalated customer calls as needed. • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. • Schedule and organize team activities • Promote the company values through both behavior and attitude, including being an advocate for team members.

• Collaborate with clients and action owners to apply root cause analysis guidance and establish effective corrective action plans. • Monitor staff organization and suggest improvements to daily functionality when needed Record. • Analyze and distribute statistical information Evaluate interactions between associates and customers to assess personnel performance and customer satisfaction Apply coaching techniques and tools to support managers and team members on improving performance • Assisted with automating many of the weekly reports, saving around 60 hours per week for me and my colleagues