Schedule: US Time Zone, 8:00 AM - 5:00 PM EST

Status: Full-Time Independent Contractor

ADDED BENEFITS

• Leave Credits

• HMO (applicable to all hired candidates from the Philippines only)

• Internet Allowance

• Communication Allowance

• Annual Appraisal

APPLICATION PROCESS

• Application Form

• Personality and Language Proficiency Assessments

• Virtual Initial Interview

• Virtual Skillset Interview & Assessment

• Virtual Final Interview

• Reference Check

• Job Offer

• Onboarding

Duties and Responsibilities:

• Set clear team goals and KPIs to help your team of VAs achieves client/task goals

• Delegate tasks and set project deadlines in coordination with your client

• Manage and monitor day-to-day teams’ operation and performance and report on metrics through the following tasks:

• Weekly Time Usage Reports and TWQC 

• Check time usage of VAs for tasks assigned by the client

• Send time usage reports to clients every Monday or Tuesday

• Task Management

• Checking of VAs’ output (depends on the VA and/or client)

• Admin reporting sheets

• Coffeetalk

• Masterfile

• WBR

• Coaching Log Sheet

• VA Scorecard Sheet

• Timelog Correction Approval

• OT Approval

• Time Off Request Approval

• Meetings

• Internal Meetings (company)

• SUM

• Monthly Collabs

• Monthly Ops Fellowship

• Team Fellowship

• End of Week Reports

• Urgent - Ops Meeting - Coworking

• 1:1s With Leadership Team

• Internal Meetings (project/client)

• Project Support

• VA Check In

• Urgent Project Meetings - unplanned

• External Meetings

• Scheduled touch base calls

• Client Concerns and Escalations

• Urgent Meetings - Unforeseen calls

• Best practices: 5-10 minutes window for VAs to prepare for the touch base call (10-30 minutes for new clients/red clients)

• Debrief meeting - if they understand the meeting

• Do (a minimum of) bi-monthly VA performance evaluation and communicate their performance

• Create and monitor execution of action plans to improve VA performance and behavior

• Create a healthy and motivating work environment and atmosphere for team members, regardless of rank or position, and clients

• Motivate and engage team members through monthly team meetings, bi-monthly team fellowships, and other company activities

• Partner with the Learning and Development Team to recommend training needs and follow through on VA coaching 

• Handle clients up to a maximum of 1,000* consolidated hours and maximize resources (email and other communication platforms like Dialpad) to ensure bullets listed below for customer concerns are achieved

• Resolve customer concerns, including but not limited to:

• Guide new clients through our Onboarding Process to manage expectations and set the partnership up for success

• Meet and communicate with clients on a regular basis for relationship building, task progress discussion, new task discussion, and overall feedback to ensure client satisfaction and retention

• Delegate new tasks to the right VAs which may including identifying the right VA for the task

• Monitor progress of tasks (and VAs assigned to work on the task) against set deadlines on project management tools being utilized 

• Review the output done by VAs assigned to tasks prior to sending to client 

• Communicate challenges with clients to address possible concerns with task completion and satisfaction

• Manage overall project; clients, tasks, VAs, to avoid escalation and attrition

• Ensure creation of Standard Operations Procedures for proper turnover of tasks when necessary

• Gather feedback from clients on a regular basis (or following the timeline set by the company)

• Other tasks assigned by the CEO, COO, and Operations Manager (or Sr. Project Leader)

Qualifications:

• Leadership skills

• Decision-making skills

• Team Player

• Organizational and time-management skills

• Proven work experience as a team leader or supervisor

• Knowledge in Digital Marketing

• Can work full-time EST hours

• Amenable to working in a hybrid setting? (once a quarter in Cubao, QC - Fellowship Meetings)

• Excellent English communication skills (spoken and written)