Project Leader

Job Description

This is a remote position.

• Set clear team goals and KPIs to help your team of VAs achieves client / task goals
• Delegate tasks and set project deadlines in coordination with your client
• Manage and monitor day-to-day teams’ operation and performance and report on metrics through the following tasks :
• Weekly Time Usage Reports and TWQC
• Check time usage of VAs for tasks assigned by the client
• Send time usage reports to clients every Monday or Tuesday
• Task Management
• Checking of VAs’ output (depends on the VA and / or client)
• Admin reporting sheets
• Coffeetalk
• Masterfile
• WBR
• Coaching Log Sheet
• VA Scorecard Sheet
• Timelog Correction Approval
• OT Approval
• Time Off Request Approval
• Meetings
• Internal Meetings (company)
• SUM
• Monthly Collabs
• Monthly Ops Fellowship
• Team Fellowship
• End of Week Reports
• Urgent - Ops Meeting - Coworking
• 1 : 1s With Leadership Team
• Internal Meetings (project / client)
• Project Support
• VA Check In
• Urgent Project Meetings - unplanned
• External Meetings
• Scheduled touch base calls
• Client Concerns and Escalations
• Urgent Meetings - Unforeseen calls
• Best practices : 5-10 minutes window for VAs to prepare for the touch base call (10-30 minutes for new clients / red clients)
• Debrief meeting - if they understand the meeting
• Do (a minimum of) bi-monthly VA performance evaluation and communicate their performance
• Create and monitor execution of action plans to improve VA performance and behavior
• Create a healthy and motivating work environment and atmospher e   for team members, regardless of rank or position, and clients
• Motivate and engage team members through monthly team meetings, bi-monthly team fellowships, and other company activities
• Partner with the Learning and Development Team to recommend training needs and follow through on VA coaching
• Handle clients up to a maximum of 1,000
• consolidated hours and maximize resources (email and other communication platforms like Dialpad) to ensure bullets listed below for customer concerns are achieved
• Resolve customer concerns,   including but not limited to :
• Guide new clients through our Onboarding Process to manage expectations and set the partnership up for success
• Meet and communicate with clients on a regular basis for   relationship building , task progress discussion, new task discussion, and overall feedback to ensure client satisfaction and retention
• Delegate new tasks to the right VAs which may including identifying the right VA for the task
• Monitor progress of tasks (and VAs assigned to work on the task) against set deadlines on project management tools being utilized
• Review the output done by VAs assigned to tasks prior to sending to client
• Communicate challenges with clients to address possible concerns with task completion and satisfaction
• Manage overall project; clients, tasks, VAs, to avoid escalation and attrition
• Ensure creation of Standard Operations Procedures for proper turnover of tasks when necessary
• Gather feedback from clients on a regular basis (or following the timeline set by the company)
• Other tasks assigned by the CEO, COO, and Operations Manager (or Sr. Project Leader)

Requirements

Benefits

Requirements