Offer summary

Qualifications:

Bachelor’s degree required., Over five years of industry experience, including two years in Operations or Supervisory roles., Experience managing remote teams, particularly virtual assistants., Strong operational management and leadership skills, with proficiency in Google Suite and Zoom..

Key responsabilities:

Directly manage and support virtual assistants (VAs) to ensure adherence to company policies and performance expectations.

Conduct regular one-on-one meetings with VAs to monitor performance and provide feedback.

Collaborate with HR and Operations Management to address employee relations concerns and performance issues.

Lead engagement initiatives to foster a positive working environment and enhance VA capabilities.

Job description

This is a remote position.

Company Overview

ClearDesk was founded based on years and years of our own experience in prior businesses in outsourcing amazing talent from places like Colombia, India, and the Philippines. We now live in a world where high-speed internet and the latest technology allow us to build a team of amazing people all across the world.

At ClearDesk, we handle the sourcing, recruiting, and management of our overseas talent as they work with our clients. Our goal is to provide exceptional service that exceeds expectations, and we take pride in our ability to match each client with the right talent to suit their unique needs.

Our Mission

At ClearDesk, we're passionate about helping people succeed. Our mission is to assist clients in building top-performing teams in the most cost-effective way possible, enabling them to thrive in today's competitive business landscape. Additionally, we're committed to helping our remote talent develop their careers within outstanding teams while supporting their families.

But we don't stop there. We're constantly pushing ourselves to grow and learn by surrounding ourselves with the very best talent. This culture of continuous improvement enables us to provide even better service to our clients and team members alike. At ClearDesk, we believe that when everyone succeeds, we all succeed.

Job Description

The Operations Team Lead is responsible for directly managing virtual assistants (VAs) and supporting their performance, development, and compliance with company policies. Reporting to the Operations Manager, this role emphasizes leadership, performance management, and operational excellence, ensuring seamless transitions and consistent VA success throughout the employee lifecycle.

Core Responsibilities:

Leadership and Management

Directly manage and support virtual assistants (VAs), ensuring they adhere to company policies, meet performance expectations, and receive continuous developmental coaching.
Conduct regular one-on-one meetings with VAs to monitor individual performance, provide feedback, and address any performance-related challenges.
Administer company policies and support VAs through operational procedures, training, and guidance.

Employee Relations and Conflict Resolution

Address performance concerns and provide resolution strategies for workplace issues, including investigations and escalations.
Collaborate with HR and Operations Management to resolve escalated employee relations concerns and performance issues, while ensuring fair and consistent application of policies.

Operational Excellence and Strategy Implementation

Support onboarding and offboarding processes to ensure smooth transitions for VAs.
Collaborate with U.S. counterparts and internal teams to align operational strategies, enhance efficiency, and achieve business objectives.
Monitor operational reports (e.g., attendance, performance metrics) to ensure VA compliance and contribute to organizational goals.

Employee Engagement and Capability Building

Lead engagement initiatives to foster a positive working environment and reduce turnover.
Focus on building VA capabilities to meet high standards of service and continuously improve performance.

Requirements

Bachelor’s degree
More than five years of experience in the industry (with at least two years of Operations or Supervisory Experience)
Experience managing remote teams, with a focus on virtual assistants or similar roles
Strong operational management skills, with a proven track record of improving processes
Excellent leadership and communication skills, with the ability to inspire and manage high-performing teams
Proficiency with Google Suite, Zoom, and electronic record-keeping systems
Must be willing to work in the US Time Zone, preferably Pacific Standard Time (PST)
Candidates must provide either an NBI Clearance or Police Clearance (preferred) upon hiring
Must be comfortable with using Hubstaff, a time-tracking application

Hardware Requirements

At least a 720p HD Webcam.
A noise-canceling headset.
At least a 25mbps primary internet connection.
A backup laptop, backup internet connection device, and backup power supply in case of power outage and emergencies.
Minimum recommendation for your main computer: Intel Core i5 or equivalent with 8 GB RAM or higher
Minimum recommended for your backup computer: Intel Core i3, 4 GB RAM

Compensation and Benefits

Earn a competitive hourly rate, based on experience.
100% Remote (Work from home)
HMO
Bonuses and incentives
Paid training

Important Reminder: ClearDesk does not ask for any monetary payments or fees as part of our employment process. If you encounter any request for payment, please disregard it and report it to us immediately. For your security, please ensure that all communications are conducted through emails originating from (@cleardesk.com or @cleardeskteam.com).

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