Virtual Assistant w/ViciDial

Role Overview

We are hiring a proactive, detail-oriented, tech-savvy, and highly organized Virtual Assistant – Operations Coordinator to support the setter-side operations of a fast-growing business in the insurance appointment-setting and call center support industry. This company partners with insurance agents across multiple countries (Philippines, Jamaica, Dominican Republic, and the US) to manage lead lists, appointment scheduling, and call center operations.

In this role, you will act as the founder's operational right hand — taking ownership of daily list management, coordinating updates with managers and setters, and ensuring smooth communication across global teams. You will coordinate daily operations for a growing team of 15 full-time setters (Jamaica and the Philippines) and 5 part-time setters (Dominican Republic and the US). In Jamaica, you'll directly support the setter team (since no manager is in place), while in the Philippines you'll work alongside the existing manager (~10 setters). You will also provide oversight for part-time setters in the Dominican Republic and US. Across all regions, you'll collaborate with QA managers for corrections, reporting, and ensuring smooth team performance.

Responsibilities:

Partner to the Client:

• Be trusted gatekeeper and strategic support by managing priorities, protecting the client's time, and anticipating what they need. Proactively find ways to make work easier, streamline operations, reduce bottlenecks, help the business grow, and increase revenue.

Team Support, Coordination & Leadership:

• Act as the daily support point for setters without managers, ensuring smooth communication via WhatsApp groups.
• Coordinate daily operations for ~8–12 setters across Jamaica and the Philippines — directly assisting the Jamaica team and partnering with the PH manager (~10 setters).
• Collaborate with QA managers and team leads to ensure updates, corrections, and escalations are handled quickly and accurately.
• Provide encouragement and constructive coaching, reinforcing best practices and addressing gaps in a supportive, educator-style way.
• Maintain reliable communication rhythms to keep teams aligned and accountable.

List & Calendar Management:

• Monitor setter lead lists throughout the day via ViciDial; turn lists on/off to match agent capacity.
• Watch calendars to avoid overbooking; promptly pause calling when schedules are full.
• Update appointment details (apartment numbers, gate codes, reschedules) in GHL and trackers.
• Perform start-of-day list/calendar checks and end-of-day reconciliation to ensure accuracy.

Operations Oversight:

• Review ViciDial reports to track setter activity and performance.
• Ensure appointment data is accurate to reduce agent call-backs and escalations.
• Work closely with QA managers to ensure corrections are made quickly and correctly.

Systems & CRM Management:

• Use ViciDial for list control and reporting.
• Perform basic updates in Go High Level (GHL) for calendars and notes.
• Coordinate team updates using WhatsApp, Slack, and Google Workspace.
• Liaise with external ViciDial support for escalations or troubleshooting.

Project Management & Process Improvement:

• Coordinate small projects such as training tweaks, onboarding new setters, or implementing process updates.
• Suggest and implement system or workflow improvements as the business scales.

SOP & Documentation Support:

• Create and maintain SOPs, manuals, and training resources for setter-side operations.
• Capture cultural and regional nuances (e.g., terminology differences) in training materials.

Reporting & Accountability:

• Provide concise daily updates and a weekly end-of-week summary call/report.
• Track setter performance trends and surface insights/recommendations to the founder.

Research (Future Task):

• Conduct occasional research as needed — such as exploring new tools, resources, or process enhancements that can support operational efficiency.
• Research is not a high priority but may become relevant as the role evolves.

Key Performance Indicators:

30-Day Mark:

• Confidently managing daily list updates (on/off scheduling).
• Accurately handling corrections and updates as directed by QA managers.
• Establishing consistent communication with ~8–12 setters across Jamaica and the Philippines.
• Beginning to document processes and SOPs while learning day-to-day workflows.

60-Day Mark:

• Independently overseeing setter-side operations with minimal supervision.
• Ensuring 100% accuracy in list management and corrections.
• Drafting and organizing SOPs for key processes (list/calendar management, corrections, reporting).

90-Day Mark:

• Fully integrated as the go-to operations support for setters.
• Proactively identifying and implementing improvements.
• Finalized and maintained updated SOPs, ensuring they are in use by the team.
• Building reliable communication rhythms and trust across Jamaica and PH teams.

What Success Looks Like:

For the Client:

• Lists and calendars are proactively managed: setter lead lists are turned on/off at the right times, and overbooking no longer occurs.
• Corrections and updates are handled quickly and accurately: appointment notes (addresses, gate codes, reschedules) are fixed the same day, reducing agent call-backs and escalations.
• Jamaica and PH teams stay aligned: communication rhythms are consistent, and setters without managers feel supported.
• QA corrections flow smoothly: updates from QA managers are acted on promptly, preventing data errors from piling up.
• Reports provide clear visibility: ViciDial reports and trends are monitored daily, giving the founder confidence in team performance.
• SOPs and processes are documented: making operations repeatable and easier to scale as more setters are added.
• The founder is freed from daily firefighting: less time spent on list toggling, chasing corrections, or managing setter communication, and more time to focus on scaling and strategy.

For the VA:

• The client's time is protected and focused only on high-value, growth-driving work.
• Tasks, schedules, and projects run smoothly without constant direction.
• Needs are anticipated before they become problems.
• Workflows are simpler, faster, and free of obstacles.
• The client feels supported, less stressed, and confident their priorities are handled.
• The business grows with more clients, stronger systems, and higher revenue as a result of both the client's focus and the VA's proactive contributions.

Qualifications:

• 3+ years' experience as a Virtual Assistant, Operations Coordinator, or in appointment setting, call center operations, or similar remote roles.
• Background in appointment setting or insurance support is a plus.
• Strong familiarity with ViciDial — or with similar dialer systems; with analytical ability to interpret reports, identify trends, and manage lead lists with precision.
• Experience with Go High Level (GHL) for calendar and note updates (preferred but not required); experience or knowledge of other CRM tools/platforms can be considered.
• Proficiency with WhatsApp, Slack, and Google Workspace.
• Familiarity with US time zones (EST, CST, MST, PST) and international time zones (Philippines, Jamaica, Dominican Republic, US) for effective calendar and operations coordination.
• Proven ability to document SOPs/playbooks and keep systems updated.
• Exceptional attention to detail — able to catch and correct errors that impact appointments.
• Leadership style that is supportive, educator-driven, and positive, with the ability to hold accountability when needed.
• Strong organizational skills with the ability to manage priorities and meet deadlines.
• Proactive "A-player": makes sound decisions with limited input, anticipates needs, and suggests better systems.
• Tech-savvy and quick to learn new tools or systems.

You're a Great Fit If You:

• Enjoy taking ownership of daily operations so the founder can focus on scaling.
• Can manage multiple priorities in a fast-paced, global team environment.
• Are proactive, detail-oriented, and tech-savvy.
• Believe in supporting team members through encouragement and guidance, not fear-based management.
• Adapt quickly to new systems and can suggest improvements as the company grows.

Time Commitment:

• Full-time position with remote work setup
• 9:00 AM – 6:00 PM EST, Sunday–Thursday

What You'll Get

• Competitive base salary
• 13th Month Pay
• Performance-based incentives
• 100% Remote work setup
• Opportunity to work with a high-growth team and industry leader

Our Hiring Process

• Shortlisted candidates will be contacted within 3–5 business days.
• Interview with the Recruiter
• Interview with the Hiring Manager
• Job Offer

Job Types: Full-time, Permanent

Pay: Php40, Php50,000.00 per month

Benefits:

• Company Christmas gift
• Paid training
• Work from home

Education:

• Bachelor's (Required)

Experience:

• Go High Level (GHL): 3 years (Required)
• ViciDial: 3 years (Required)

Work Location: Remote