Virtual Assistant Team Leader / Performance Coach

We are a virtual staffing agency that provides Filipino Virtual Assistants (VAs) to home care agencies across the United States. Our VAs primarily support clients in roles such as Scheduling, Recruiting, and other administrative functions.

The ideal candidate is an experienced leader who is patient but firm, communicates clearly, knows how to motivate people, and is comfortable having difficult performance conversations when necessary.

Key Responsibilities

• Conduct one-on-one coaching sessions with VAs who are experiencing performance issues.
• Provide clear, specific, and constructive feedback regarding areas that need improvement.
• Identify the root causes of performance problems, including skill gaps, process issues, communication challenges, time management concerns, or behavioral issues.
• Help VAs understand client expectations and develop practical steps to meet them.
• Reinforce positive behaviors and recognize improvement when appropriate.
• Conduct follow-up coaching sessions to ensure agreed-upon improvements are being implemented.

Performance Improvement Plans

• Create and manage Performance Improvement Plans (PIPs) for VAs who require more structured support.
• Establish clear performance expectations, measurable goals, and timelines for improvement.
• Document coaching discussions, commitments, action items, and progress.
• Monitor VA performance throughout the improvement period.
• Escalate serious or recurring performance concerns to management when necessary.

Quality and Performance Monitoring

• Review VA performance based on available metrics, client feedback, attendance, productivity, work quality, communication, and adherence to company procedures.
• Identify performance trends and recurring issues among VAs.
• Work with management to determine which VAs require coaching or additional intervention.
• Monitor whether coaching is producing measurable improvement.
• Recommend additional training, retraining, reassignment, or other corrective actions when appropriate.

Client Expectation Management

• Understand the expectations and workflows of U.S.-based home care agency clients.
• Help VAs understand the importance of professionalism, responsiveness, accuracy, confidentiality, and reliability.
• Coach VAs on handling client communication professionally and appropriately.
• Support VAs who are struggling to meet client-specific processes or expectations.
• Assist management in addressing performance concerns raised by clients.

Team Support and Development

• Serve as a point of support for VAs experiencing work-related challenges.
• Help VAs develop stronger communication, organization, accountability, and problem-solving skills.
• Provide guidance while encouraging VAs to become more independent and accountable.
• Conduct refresher coaching when recurring issues are identified.
• Share common performance gaps with management so additional training can be developed.
• Promote a culture of continuous improvement, professionalism, and accountability.

Documentation and Reporting

• Maintain accurate records of coaching sessions and performance discussions.
• Prepare coaching notes and performance summaries.
• Track improvement plans and follow-up dates.
• Provide management with regular updates regarding VA performance.
• Identify VAs who are improving, still struggling, or may require additional action.
• Maintain confidentiality when handling employee and client-related performance matters.

Qualifications

• At least 2–3 years of experience in a Team Leader, Supervisor, Performance Coach, Quality Analyst, Operations, or similar leadership role.
• Experience managing or coaching virtual assistants, remote employees, BPO staff, or offshore teams is strongly preferred.
• Experience working with U.S.-based clients is preferred.
• Experience in home care, healthcare staffing, scheduling, recruiting, or staffing operations is highly desirable.
• Strong coaching and people-management skills.
• Ability to provide constructive feedback professionally and confidently.
• Strong problem-solving and conflict-resolution skills.
• Excellent verbal and written English communication skills.
• Strong organizational and documentation skills.
• Comfortable handling difficult conversations and holding team members accountable.
• Able to analyze performance problems and develop practical solutions.
• Comfortable working remotely and managing multiple VAs at different stages of performance improvement.

The ideal candidate is:

• Supportive but firm
• Patient and approachable
• Highly accountable
• Professional and emotionally mature
• Comfortable giving direct feedback
• Objective and fair when evaluating performance
• Solutions-oriented
• Organized and detail-oriented
• Able to motivate employees without micromanaging
• Able to distinguish between a training issue, performance issue, and behavioral issue
• Comfortable working in a fast-paced environment
• Familiar with Filipino workplace culture while also understanding the expectations of U.S.-based clients

Key Performance Indicators (KPIs)

• Percentage of coached VAs who demonstrate measurable improvement
• Reduction in repeated performance issues
• Successful completion of Performance Improvement Plans
• Client satisfaction and reduction in performance-related complaints
• Timeliness of coaching sessions and follow-ups
• Quality and completeness of coaching documentation
• VA retention following successful coaching and intervention
• Reduction in escalations caused by preventable VA performance issues
• Consistency in identifying and addressing performance concerns