Operations Team Leader

Job Summary

The Virtual Assistant Team Lead is responsible for overseeing daily production floor activities, monitoring Virtual Assistant (VA) performance and productivity, and ensuring operational efficiency. This role serves as the primary liaison between the clients, administrative team and VAs, providing guidance, coaching, and support to maintain high levels of performance and service quality. The ideal candidate possesses strong leadership, communication, and organizational skills, with the ability to manage multiple priorities in a fast-paced remote work environment.

Job Responsibilities

1. Team Productivity & Performance Management

• Monitor daily VA productivity and engagement to ensure assigned tasks and responsibilities are completed during scheduled shifts.
• Review end-of-day reports to assess task completion, workload distribution, and overall productivity.
• Identify performance trends, challenges, and behavioral concerns affecting productivity and service delivery.
• Conduct regular coaching sessions and provide constructive feedback to support employee growth and performance improvement.
• Develop recommendations and action plans to address performance gaps and operational challenges.
• Escalate significant performance concerns, behavioral issues, or operational risks to the Operations Manager and or to the client.

1. Timekeeping & Administrative Coordination

• Manage and monitor VA attendance, schedules, and timekeeping records to ensure accurate payroll processing.
• Serve as the primary point of contact between the administrative team and Virtual Assistants.
• Communicate company updates, process changes, and important announcements to the team.
• Ensure compliance with company policies, procedures, and attendance requirements.

1. Operations & Service Support

• Provide service-related guidance assistance to Virtual Assistants as needed.
• Support Nesting SMEs and fellow Team Leads in managing production floor activities and addressing operational concerns.
• Ensure VAs are adequately assigned productive work during their shifts.
• Assist in resolving workflow bottlenecks and operational issues to maintain productivity targets.

1. Reporting & Documentation

• Prepare and submit weekly and monthly monitoring reports, productivity updates, and KPI reviews (if applicable).
• Track operational metrics and provide insights to leadership regarding VAs performance and trends.
• Maintain accurate records of coaching sessions, performance discussions, and operational activities.

1. Collaboration & Continuous Improvement

• Attend team meetings, leadership discussions, and operational reviews.
• Contribute ideas and recommendations for operational improvements and workflow optimization.

1. Special Projects

• Support and participate in special projects, company initiatives, and tasks assigned by management.
• Adapt to changing business needs and take on additional responsibilities as required.

Qualifications

• At least 5 years of experience in Team Lead, Operations Coordinator, or a similar leadership role.
• Strong understanding of productivity monitoring, employee performance management, and coaching techniques.
• Excellent verbal and written communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Experience with timekeeping, scheduling, and reporting systems
• Proficiency in Microsoft Office Suite, Google Workspace, and project management tools.
• Ability to manage multiple priorities while maintaining attention to detail.
• Demonstrated leadership skills with a proactive and solutions-oriented mindset.
• Ability to work independently and collaboratively in a remote environment.
• Strong sense of accountability, ownership, and commitment to achieving team goals.