Operation Manager - Microsoft M365

Gigmo Solutions

3d•Remote

About The Position

Gigmo Solutions Pvt. Ltd is a fast-growing organization with global experience, having presence in several countries like America, Europe, Africa, and Asia. Gigmos aims to transform customer support domain by leveraging curated Gig workforce across the globe and using cutting edge AI technologies for increased support efficiency at reduced cost and enhanced flexibility. The Operation Manager will demonstrate solid leadership and analytical skills, exhibit strong business acumen, as well as commitment to productivity. The ideal candidate is a self-starter, go-getter, proactive and could learn and perform in a fast-paced environment. They are dynamic, result-oriented and could drive results through others, possess strong analytical and negotiation skills and excellent process orientation.

Requirements

Minimum of 8+ years of experience as operation head/manager in Technical Support process (Microsoft M365).
Laptop (16 GB RAM), Windows 11 Pro.
Internet speed- min 50 MBPS upload and download.

Nice To Haves

Concierge LOB is preferred.

Responsibilities

Creating strategies with senior management and develop policies that will correlate with the organization goal.
Implementing effective processes and standards.
Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters.
Manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures.
Understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change.
Provide guidance to our in-house Management Trainee.
Keep a close track of the NSAT Scores and the productivity of the team members.
Induct new joiners i.e Engineers and Team Leader about the technical support process.
Responsible for management of critical and complex changes wherever applicable.
Initiate and drive continuous service improvement plans.
Identification and communication of potential risks and dependencies in timely manner to stake holders.
Responsible for Performance management, career development and retention of the team members.
Should have an innovative and transformational mindset to identify opportunities to optimize processes.