Team Managers - Client Facing

About the Role

As a Success Manager (Team Lead/Manager) at VA Platinum, you will play a pivotal role in client management and ensuring the seamless operation of our client-facing services. You will lead a team of Virtual Assistants (VAs), ensuring they meet client expectations and company standards.

Your responsibilities will encompass direct client interaction, overseeing client projects, and aligning team efforts with client goals. Effective communication of company goals, safety practices, and deadlines is essential. You will motivate team members, assess performance, and provide crucial support to clients, including coaching and performance updates.

Ideal Candidate (Must Have Experience)

• Minimum of 3 years of experience as a Team Lead/ Team Manager in the Virtual Assistant, BPO, KPO, or Shared Service industries.
• Bachelor’s Degree holders are preferred.
• Strong Client Management or Account Management skills with experience in client dealings.
• High-level competence in Microsoft Office (skills in other software or CRMs will be an advantage).
• Key skills: Excellent written and verbal English, analytical thinking, strong organisational skills, and people management.
• Key attributes: Ability to work with a team, results-oriented, and client-focused.
• Amenable working onsite at our Cebu City Office (IT Park Cebu)

Tasks and Responsibilities

• Client Interaction: Serve as the primary point of contact for clients, addressing their queries and concerns, and ensuring their needs are met promptly and effectively.
• Onboarding and Offboarding: Manage the onboarding and offboarding process of VAs, ensuring a smooth transition for clients.
• Client Support: Provide ongoing support to clients, including coaching, performance updates, and addressing any issues that arise.
• Team Leadership: Communicate team goals, motivate team members, and assess their performance to ensure alignment with client objectives.
• Quality Assurance: Oversee the work of team members (VAs) to ensure quality and compliance with guidelines.
• Strategy Development: Develop and implement strategies to promote adherence to company regulations and performance goals.
• Reporting: Generate and share comprehensive and detailed reports about performance, company-related objectives, and deadlines.
• Team Meetings: Conduct team meetings to update on best practices and continuing expectations.
• Work Environment: Create a pleasant working environment that inspires the team.