Operations Team Leader

Operations Team Leader

Full-Time | Remote

Functions: Team Leadership, Performance Management, Coaching, Client Service & Operational Reporting

CEO Concierge is looking for an Operations Team Leader to oversee remote team performance, client service, and daily operations. The ideal candidate leads with fairness and accountability, develops people through structured coaching, and resolves operational issues independently.

Key Responsibilities

• Set clear expectations and monitor team performance, productivity, work quality, and value delivered to clients.
• Maintain Red-Amber-Green (RAG) performance ratings, implement measurable improvement plans, and escalate persistent issues or recommend reassignment or replacement.
• Conduct documented coaching and check-ins; verify sustained improvement and address attendance, engagement, and retention concerns.
• Investigate client escalations, coordinate service recovery with Client Success, and verify resolution. Promptly escalate critical service, security, and compliance risks.
• Support new placements during their first 30–90 days, confirming client expectations, scope, access, schedules, and placement fit.
• Review Hubstaff activity, timekeeping, workload, and utilization against actual deliverables; investigate discrepancies and address workload concerns.
• Conduct quality checks and ensure compliance with SOPs, company policies, and client requirements.
• Coordinate performance, placement, and development needs with Client Success, Recruitment, Training, and Compliance.
• Maintain accurate dashboards, coaching records, action plans, and timely operational reports; verify supporting evidence before closing action items.

Qualifications

• At least 2 years of team leadership or supervisory experience. Candidates with less leadership experience may be considered based on strong supervisory capability and proven performance-management results.
• At least 2 years of hands-on performance management and coaching experience.
• Experience handling client escalations, service recovery, operational KPIs, and performance reporting.
• Strong communication, analytical thinking, organization, and problem-solving skills.
• Ability to manage competing priorities and work independently in a remote environment supporting US time zones.

Nice to Have

• 3+ years of leadership or supervisory experience.
• 2+ years in remote, BPO, virtual assistant, or outsourcing operations.
• Familiarity with Google Workspace, Microsoft Office, Hubstaff or similar tools, and KPI/RAG dashboards.

Key Competencies

• Fair, consistent, respectful, and humble leadership.
• Accountability, initiative, and reliable follow-through.
• Effective coaching and collaborative problem-solving.
• Client service focus, sound judgment, and attention to detail.

Pay: Php250.00 - Php350.00 per hour

Work Location: Remote

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