Job Description

Who you are:

• You are a successful manager who can understand and support your team’s strengths and weaknesses and provide high-level mentoring and guidance to achieve success
• You are a passionate people-person who builds strong relationships with your team, other departments, and customers
• You are a problem solver who goes above and beyond to ensure that productivity is at its highest and that efficiency is observed to drive excellence
• You are forward-looking and continuously strategize on how to improve quality with each account and team member you handle
• You value structure and ensure that policies are well-enforced

Duties and Responsibilities include but are not limited to:

• Oversee a cluster of supervisors and monitor their performance, attendance, and quality of their service outputs
• Monitor all accounts and perform regular health checks to address all issues with well-informed solutions
• Communicate to the talent acquisition team resources that are unstaffed and that they are assigned an account within 3 days
• Keep your team updated on the status of accounts, process changes, and company announcements through weekly meetings
• Provide weekly coaching to tackle quality issues and to provide constructive feedback 
• Create and improve incentive programs for team members to motivate them to perform well
• Other weekly, monthly, quarterly ad hoc tasks as assigned

Qualifications:

• Proven operations management experience in a BPO environment or similar
• At least 1-year experience working in the Virtual Assistant industry
• Excellent written and verbal English communication skills
• Tech savvy and a fast learner
• Adaptable and flexible