Team Leader (Remote or Hybrid)

The Team Leader manages and leads a team of Virtual Assistants, whose roles are related but not limited to accounting and bookkeeping. As the lead, he/she is responsible and accountable for any measurables for the team:

• Lead, Manage, and hold people Accountable (LMA)
• VA Redundancy/Step-In
• Virtual Assistant Performance & Reports
• Client Communication & Escalation Management
• Other work or accountabilities that may be assigned depending on how the job will evolve

Responsibilities:

Lead, manage, and hold the team accountable (LMA)

• Supervise, mentor, and guide a team of Virtual Assistants (VAs)
• Communicate company policies and ensure adherence
• Address work-related concerns and provide guidance
• Set and monitor team goals, performance, and metrics
• Conduct regular team meetings to address issues and maintain morale
• Promote and exemplify company culture
• Recognize high performers and develop improvement plans for underperformers
• Maintain transparency with clients regarding team performance and action plans
• Develop strategies to ensure compliance with company regulations and performance targets

VA Redundancy/Step-In:

• Coordinate with stakeholders on VA absences
• Step in to handle critical tasks during absences, as needed

Performance Management & Reporting:

• Coach team members on performance and behavior
• Ensure accountability for performance output and timeliness
• Motivate the team for continuous improvement
• Maintain and update team performance data and documentation
• Follow and enforce operational processes
• Consolidate and manage daily time reports
• Generate and analyze reports based on client needs
• Ensure the VA Playbook is regularly updated

Client Communication & Escalation Management:

• Manage client communications, including training and upskilling requests
• Handle escalations according to the escalation matrix
• Participate in client meetings and touch base calls

• Proven experience in leading and managing teams, 3-5 years in role experience
• Ability to supervise, mentor, and guide Virtual Assistants (VAs).
• Strong communication skills to convey policies and address concerns.
• Experience in setting and monitoring team goals and performance.
• Ability to develop strategies for compliance and performance targets.
• Proficient in performance management, reporting, and data consolidation.
• Capable of managing client communications, training, and escalations.
• Familiarity with operational processes and VA management tools.

Employee Benefits

• Health and Wellness: Comprehensive HMO coverage for you and your dependents.
• Security and Peace of Mind: Group Life Insurance Benefit to safeguard your future.
• Financial Flexibility: Virtual Credit Card for added convenience and purchasing power.
• Work-Life Balance: Generous Paid Leaves to recharge and prioritize personal time.
• Government Benefits: Full support for required government benefits.
• And More: Exciting additional benefits that will be shared with you!

Supplemental Pay Types

• 13th Month Salary: A festive bonus to celebrate the year’s hard work.
• Overtime Pay: Compensation for your extra effort and time.
• Night Differential: Additional pay for working late hours or shifts.
• Incentives: Performance-based incentives to reward your contributions and achievements