For Pooling: Team Leader

Duties and Responsibilities

Lead, Manage, and hold people Accountable (LMA)

• Supervise, mentor and lead a team of Virtual Assistants
• Must be knowledgeable on company policies, rules and regulations and communicate the same
• Must be able to guide the team and address concerns related to work
• Set clear team goals and metrics and monitor team performance
• Conducts team huddles and meetings to know issues and concerns and do a temp-check
• Proactively exemplify the OA culture
• Identify high performing VAs to commend and reward
• Identify low performers for possible development plans
• Provide transparency to clients of the action plans
• Develops strategies to promote team member adherence to company regulations and performance goals

VA Redundancy/Step-In

• Coordinate with Stakeholders for any absences
• Conduct & execute VA's task in their absences if stakeholder requires it especially for the critical task identified by the client.

Virtual Assistant Performance & Reports

• Coaching Behavioral and Performance
• Accountable of VA's Performance Output & Timeliness
• Must be able to effectively coach his team for improvement and motivate the same
• Individual Data + Intelligence Documentation
• Must be able to effectively follow Operations Process effectively
• Consolidate and Manage Team Daily Time Report
• Manage several department policies and process relating to performance and behavior
• Create, analyze and generate reports from the data tailored to clients preference or need
• Ensure that the VA's Playbook are updated in a timely manner

Client Communication & Escalation Management

• Manage client communications such as but not limited to

• Training/Upskill Requests

• Manage External & Internal Escalation (Per escalation matrix)
• Attend to any client touchbase calls

Other work or accountabilities that may be assigned depending on how the job will evolve

Critical Behaviors

Integrity

• Ensure that all reports/data related to the Virtual Assistant performance ( metrics, pay, PET evaluation, reassessments, etc.) are complete and accurate.
• Proactive in reporting/communicating discrepancies in all, but not limited to, performance, report, pay, and other related issues of the Virtual Assistant and the team.
• Provide uniform. consistent/fait disciplinary actions to all Virtual Assistants on all performance and behavior-related concerns.
• Ensure not to engage in any form of fraud.

Accountability

• Take full responsibility for the team's performance and not make excuses for lapses.
• Take ownership of proactively escalating concerns that impact the team's and Virtual Assistant's performance, pay, etc.
• Report any form of performed or attempted fraud, whether performed by anyone involved in the program (Operations Manager, Head of Operations, Human Resources, etc.).
• Drive compliance on all program-initiated action plans, initiatives, incentives, and the likes and ensure that all Virtual Assistants understand, execute and provide feedback as deemed necessary.
• Observe and inspect adherence to all company rules, regulations, policies, action plans, initiatives, incentives, and the likes that impact Outsource Access and the Client (and its business).
• Nurture Virtual Assistants to capture and develop efficient client processes.
• Ensure that Virtual Assistants are able deliver their tasks with high quality, accuracy and in a timely manner.

Open/ Thoughtful Communication

• Raise Virtual Assistant and team concerns that impact performance, pay, etc. real-time.
• Ensure timely cascade of updates/changes in action plans, initiatives, policies, procedures, etc. to all team members.
• Coordinate with the management team any event, exceptions, issues, complaints, grievances, etc. as real-time as possible that will impact (positively or negatively) or address performance.

Service Excellence

• Deliver, at the least, minimum performance requirements set by Outsource Access and/or Client.
• Commit to improving team performance on all key performance indicators both on a weekly and monthly basis set by Outsource Access- Client.
• Identify performance gaps both on a Virtual Assistant and team level that impacts the Virtual Assistant's and team's performance.
• Initiate action plans, initiatives, incentives, etc. to improve Virtual Assistant and team performance.
• Provide consistent weekly and monthly performance discussions with all Virtual Assistants.

Teamwork

• Partner with direct managers in removing hurdles in delivering minimum performance requirements on a weekly and monthly basis.
• Collaborate with peer, Virtual Assistants, and direct supervisors on how to improve team and program performance.
• Provide proactive input/insight to the team on improving performance through process improvements, action plans review, etc.
• Share best practices to all teams.
• Open to change in processes, action plans, procedures, and the likes to drive better performance results.

Critical Deliverables

• Consistently and diligently utilize TD2 for all office activities whenever you are on PAID Status(based on Time Doctor2 (TD2). This is strictly for reinforcement to you and to everyone who reports under your bucket.
• Ensure attendance coordination is consistent and well documented. Ensure that proper communication is being done to our VA and your Manager to ensure that attendance is safeguarded as scheduled.
• Maintain discipline and ensure that Service Level, CSAT, Staffing, Team Pay Dispute and Resource concerns are properly channeled using, but not limited to, the following platforms: Outsource Access Gmail, Lark Email and Messenger. You are accountable for Service Levels, CSAT, Staff Attendance, and Resource allotment when you are scheduled on shift.
• Complete any Escalation response, provide feedback to the Virtual Assistant/s, and audit the interactions with coaching upon communication via email within your shift.
• Conduct Step In process or Redundancy in the absence of the Virtual Assistant, whenever necessary or required by the client.
• Conduct weekly one on one sessions per VA with formal documentation.
• Facilitate the monthly meeting/team huddle (L10 Meeting).
• Ensures that all client touch-base calls are recorded and MOM ( Minutes of the Meeting) are sent out to the clients copying the Operations Leaders of VA Services.
• Secure sign-offs on all action plans, updates, initiatives, incentives, and decisions that will impact performance.
• Ensure that the OOO (Out of Office) procedure is adhered to. Adhere to all policies governing company-wide Leave Policy.
• Attend and actively participate in weekly/monthly cluster/LOB/program meetings.
• Attend and actively participate in all training required either by Outsource Access or Client.
• Adhere to all timelines set by either Outsource Access or Client on all deliverables (reports, coaching sessions, readout, etc.) required.
• Adhere to directives such as but are not limited to trackers, reports, and email communication as cascaded by your Manager, Head of Operations, etc.