We are looking for a VA Manager to lead and oversee our team of Virtual Assistants at OCS. This role is responsible for managing day-to-day operations, monitoring performance, training new VA staff, and ensuring that all tasks are delivered efficiently and meet client expectations. The VA Manager will also coordinate schedules, assign workloads, and provide guidance to maintain productivity and quality service.

DUTIES AND RESPONSIBILITIES

A. Leadership and Team Management

• Lead the VA team across hiring, onboarding, SOP training, and performance management.
• Ensure each VA is properly equipped and aligned with company goals and operational requirements.
• Coach, motivate, and manage the team to maintain high morale, accountability, and productivity.
• Uphold company values, professionalism, and confidentiality at all times.

B. Operational Oversight and Production Management

• Own the daily production plan, including device allocation (2–6 phones per VA), target-setting, and load balancing.
• Monitor dashboards and production metrics such as Created/Live per phone, Success Rate, and Ban/Lock events.
• Analyze daily performance data and address operational bottlenecks proactively.
• Ensure smooth handovers and adherence to production schedules.

C. Quality Assurance and Compliance

• Run QA spot-checks on VA activities to ensure SOP adherence (labeling, pausing, hygiene, and workflow).
• Document and report non-compliance cases and recurring issues for process correction.
• Conduct regular calibrations with the Operations team to maintain consistency and quality standards.
• Enforce operational discipline, ensuring that all output meets company benchmarks.

D. Training and Development

• Develop, implement, and update training programs and SOP materials for VAs.
• Conduct refresher training sessions and performance calibration meetings.
• Identify underperformers and implement Performance Improvement Plans (PIPs).
• Coordinate with the Operations Lead for training updates, process gaps, and workflow optimization.

E. Reporting and Analytics

• Produce and submit daily and weekly performance reports on VA output, device performance, and production trends.
• Maintain tracking dashboards to visualize team performance, attendance, and efficiency.
• Provide insights and recommend process or tooling improvements to increase productivity.
• Communicate relevant updates and performance summaries to the Operations Lead and Founders.

F. Coordination and Continuous Improvement

• Work closely with the Operations, HR, and Technical teams for troubleshooting, attendance management, and resource allocation.
• Suggest workflow enhancements and automation opportunities to streamline operations.
• Participate in management meetings and contribute to operational strategy discussions.

G. Other Tasks

• Perform other related tasks that may be assigned by the Operations Lead or Founders.
• Support ad-hoc projects or initiatives as needed.