Company Profile:
The client offers skilled professionals specializing in project management, digital marketing, and design to support marketing agencies. They help businesses scale operations, reduce costs, and boost revenue with experienced virtual assistants handling essential tasks, allowing companies to focus on growth and strategic initiatives.
This is a great career opportunity for someone who is looking to join an established company with vibrant, friendly, and supportive working environment.
Overall purpose and responsibilities of the role:
As the VA Manager, you will be responsible for overseeing the day-to-day onsite operations of the VA team, ensuring smooth workflow and efficiency. You will develop, implement, and refine processes to enhance VA productivity and service quality. Setting clear performance expectations aligned with company objectives, you will conduct regular performance reviews, provide feedback, and identify training needs for VAs to enhance their skills. Leading the recruitment process, you will select high-quality candidates and streamline onboarding for quick integration. Additionally, you will develop strategies to improve retention rates for both clients and VAs, optimize tech support activities, and continuously assess and enhance satisfaction levels among VAs and clients through feedback mechanisms and proactive adjustments
Duties and Responsibilities:
1. VA Operations Management
• Oversee the day-to-day onsite operations of the VA team to ensure smooth and efficient workflow.
• Develop, implement, and refine processes to enhance VA productivity and service quality.
• Monitor and manage resources to ensure VAs have the tools and support needed to perform their duties effectively.
2. Performance Management of VAs
• Set clear performance expectations and goals for VAs, aligned with company objectives.
• Conduct regular onsite performance reviews and provide feedback to ensure VAs meet or exceed performance standards.
• Identify training needs and opportunities for professional development to enhance VA skills and capabilities.
• Implement performance improvement plans when necessary and provide onsite coaching to underperforming VAs.
3. Recruitment
• Lead the recruitment and hiring process for Virtual Assistants, ensuring the selection of high-quality candidates.
• Collaborate with HR and management to define the qualifications and skills required for VA roles.
• Streamline the recruitment process to attract and onboard top talent efficiently.
• Ensure a smooth onsite onboarding process that supports new hires in becoming productive team members quickly.
4. Employee and Client Retention
• Develop and implement strategies to improve retention rates for both clients and VAs.
• Analyze the reasons for turnover and address common issues to retain top talent and clients.
• Create incentive and recognition programs to reward long-term clients and high-performing VAs.
5. Optimize Tech Support
• Oversee the coordination of tech support activities, ensuring timely and effective service delivery.
• Transition tech support responsibilities to designated personnel, providing necessary training and guidance.
• Regularly review tech support metrics and implement improvements to enhance client satisfaction.
6. Enhance VA and Client Satisfaction Levels
• Continuously assess and improve satisfaction levels among VAs and clients.
• Conduct regular surveys and feedback sessions to identify areas for improvement.
• Act on feedback promptly and make necessary adjustments to maintain high levels of satisfaction.
Must-have Skills / Qualification:
• Minimum of 2 years of experience managing virtual assistant teams or any teams in general, with at least 1 year in an onsite leadership capacity.
• Recruitment experience is a must. Preferably with end-to-end recruitment experience
• At least 2 years of experience overseeing daily operations, setting performance expectations, conducting reviews, and implementing performance improvement plans.
• At least 1 year of experience in leading the recruitment process, from sourcing candidates to ensuring smooth onboarding, with a focus on selecting high-quality VAs.
• At least 2 years of experience developing and implementing strategies to improve retention rates and enhance client and employee satisfaction.
• Proficiency with project management tools, specifically Monday.com, or other tools with at least 6 months of experience using such tools to manage workflows, track progress, and optimize
Job type: Permanent
Emp type: Full-time
Schedule: Monday - Friday, 10PM - 7AM MNL
Location: Cebu City
Industry: Consulting/Agency