Workforce Manager

Workforce (WF) Manager

Company: VA+
Employment Type: Full-Time
Work Setup: Remote
Experience Level: 3–5 Years

Position Overview

VA+ is looking for a Workforce (WF) Manager to serve as the primary point of contact between VA+ and its clients throughout the client–VA relationship.

The WF Manager is responsible for ensuring a smooth client onboarding experience, successful kickoff, consistent client communication, ongoing client satisfaction, and a healthy client–VA partnership.

This role serves as the bridge between the client, Virtual Assistant (VA), and VA+ internal teams, ensuring client needs, concerns, expectations, and feedback are communicated clearly and addressed promptly.

The ideal candidate is highly organized, proactive, client-focused, and confident in managing relationships, resolving issues, leading meetings, and coordinating multiple priorities.

Key Responsibilities1. Client Onboarding & Kickoff

• Serve as the primary WF contact throughout the client onboarding process.
• Coordinate and facilitate client onboarding and kickoff calls.
• Introduce clients to their assigned VA and establish clear communication expectations.
• Review the client's business, goals, priorities, expectations, and VA responsibilities.
• Confirm the VA's schedule, responsibilities, tools, and initial priorities.
• Ensure required client information, access, tools, and resources are coordinated before the VA begins work.
• Set expectations regarding communication, attendance, reporting, escalation, and performance.
• Ensure both the client and VA understand their roles and expectations.
• Coordinate with Recruitment, Training, Sales, and other internal teams when additional support is required.

2. Client Communication & Relationship Management

• Act as the primary point of contact for assigned clients.
• Maintain consistent and professional communication through calls, email, SMS, and other approved channels.
• Build strong, professional, long-term client relationships.
• Respond promptly to client questions, concerns, and requests.
• Ensure client concerns are acknowledged, documented, assigned, and followed through to resolution.
• Keep clients informed of important updates regarding their VA.
• Proactively communicate changes, delays, performance concerns, or other issues.
• Manage client expectations during challenging situations and escalations.

3. Client Check-In Calls

• Conduct regular client check-in calls to assess the health of the client–VA relationship.
• Discuss VA performance, workload, communication, attendance, productivity, and overall client satisfaction.
• Identify concerns before they become major client issues.
• Gather and document direct client feedback.
• Assess whether the VA's responsibilities continue to align with the client's needs.
• Identify opportunities for additional training, coaching, support, or role adjustments.
• Follow up on action items identified during check-in calls.
• Escalate serious or recurring performance and relationship concerns to the appropriate internal leader.

4. VA Support & Client–VA Alignment

• Monitor the overall health of the client–VA relationship.
• Provide support to VAs assigned to managed clients.
• Clarify client expectations when communication or role misunderstandings arise.
• Communicate client feedback to VAs and coordinate required improvements.
• Work with Training and other internal teams when additional VA coaching or support is needed.
• Identify potential right-person/wrong-role situations and recommend appropriate realignment.
• Proactively address concerns to help prevent client dissatisfaction and unnecessary VA replacement.

5. VA & Client Interview Facilitation

• Coordinate and schedule client–VA interviews with qualified candidates.
• Prepare both the client and VA before the interview.
• Facilitate introductions and ensure interviews run smoothly.
• Help clarify questions and ensure expectations are aligned.
• Gather feedback from both the client and VA after interviews.
• Document interview outcomes and coordinate next steps with Recruitment and the client.
• Facilitate additional candidate interviews when needed.

6. Issue Resolution & Escalation

• Receive and manage client concerns involving VA performance, attendance, communication, workload, or professionalism.
• Investigate concerns objectively by gathering information from the client, VA, and relevant internal teams.
• Determine the appropriate course of action: Coach, Train, Realign, Escalate, or Replace.
• Coordinate corrective actions and monitor progress.
• Escalate serious or recurring issues to HR, Recruitment, Operations, or Executive Leadership as appropriate.
• Support the VA replacement process when requested by the client.
• Provide clients with timely updates throughout the resolution or replacement process.

7. Client Retention & Satisfaction

• Monitor client satisfaction and identify potential retention risks.
• Maintain strong client relationships to support long-term partnerships.
• Proactively identify dissatisfaction, communication gaps, performance concerns, and changing client needs.
• Recommend solutions before issues result in client loss.
• Collect client feedback that can help improve VA performance and VA+ processes.
• Help ensure clients consistently receive reliable, professional, and responsive support from VA+.

8. Documentation & Reporting

• Maintain accurate records of client communications, check-in calls, concerns, feedback, and action items.
• Document important client decisions, commitments, and follow-ups.
• Keep client and VA information updated in approved company systems.
• Track open client issues and ensure all follow-ups are completed.
• Provide regular updates and reports to leadership regarding:
• Client satisfaction
• Client concerns and escalations
• VA performance concerns
• At-risk clients
• Replacement requests
• Client retention risks
• Overall client–VA relationship health

Key Performance Indicators (KPIs)

Performance will be evaluated based on:

• Client Satisfaction
• Client Retention
• Client Check-In Completion Rate
• Client Response and Follow-Up Time
• Issue Resolution Time
• Client Escalation Rate
• VA Replacement and Client Dissatisfaction Rate
• Onboarding and Kickoff Completion
• Client–VA Relationship Health
• Accuracy and Timeliness of Client Documentation
• Successful Resolution of Client Concerns

Required Qualifications

• 3–5 years of experience in client success, account management, customer success, operations, workforce management, or a related role.
• Strong experience communicating directly with clients.
• Excellent verbal and written English communication skills.
• Strong relationship-building and interpersonal skills.
• Comfortable leading client meetings, onboarding calls, and kickoff calls.
• Strong problem-solving and conflict-resolution skills.
• Highly organized and able to manage multiple clients simultaneously.
• Strong follow-through and attention to detail.
• Experience working with remote teams, Virtual Assistants, or outsourcing/BPO environments is highly preferred.
• Comfortable using CRM, communication, project management, and productivity tools.

Preferred Qualifications

• Experience managing multiple client accounts.
• Experience managing or supporting Virtual Assistants.
• Experience conducting client onboarding and account review calls.
• Experience handling escalated client concerns.
• Familiarity with GoHighLevel (GHL) or similar CRM platforms.
• Experience in a VA agency, BPO, staffing, or remote workforce environment.
• Experience working with U.S.-based clients.

Core Competencies

Client Communication – Communicates clearly, professionally, and proactively.

Relationship Management – Builds trust and maintains strong, long-term client relationships.

Problem Solving – Identifies root causes and develops practical solutions.

Ownership & Accountability – Takes responsibility for client concerns and ensures proper follow-through.

Conflict Resolution – Handles difficult client and VA conversations professionally and objectively.

Organization – Effectively manages multiple clients, meetings, follow-ups, and action items.

Proactive Management – Identifies risks before they become major client issues.

Leadership – Provides direction and support to VAs while maintaining appropriate client boundaries.

Attention to Detail – Maintains accurate records and ensures commitments are followed through.

Role Success Definition

The WF Manager is successful when clients feel supported, heard, and confident that VA+ is actively managing their partnership with their VA.

This is a proactive role. The WF Manager should not simply react when a client has a problem. The successful candidate will regularly check in with clients, identify concerns early, ensure VAs remain aligned with expectations, and coordinate internal support before issues escalate.

Primary Objective

Keep the client–VA relationship healthy, productive, and sustainable through proactive communication, strong onboarding, consistent check-ins, and effective issue resolution.

Why Join VA+?

Join a growing remote team where you will play a key role in supporting clients and Virtual Assistants, strengthening client relationships, and helping ensure successful long-term partnerships.

How to Apply

Send your updated CV to:

[email protected]

Subject Line:
WF Manager: [Your Name]_2026

Only shortlisted candidates will be contacted.

Pay: Php370.00 - Php431.00 per hour

Work Location: Remote