Operations Manager

Triple

Triple is leading the way in remote work solutions, helping small and medium-sized businesses in North America build highly efficient remote teams for Administration, Customer Service, Accounting, Operations, and back-office roles. Our focus has always been on our Clients, People, and Planet, ensuring our operations contribute positively across these key areas. Distinguished by its rigorous standards, Triple excels in:

• Selectively recruiting the top 1% of industry professionals
• Delivering in-depth training to ensure peak performance
• Offering superior account management for seamless operations

Embrace unparalleled professionalism and efficiency with Triplewhere we redefine the essence of remote hiring.

Summary

As an Operations Manager, you will play a pivotal role in enhancing the skills, knowledge, and performance of the virtual assistants. You will be responsible for conducting thorough training needs analyses, designing comprehensive training curriculam, delivering engaging training sessions, and evaluating learning outcomes. Your focus will be on equipping virtual assistants with the essential skills, tools, and competencies required to excel in their roles and meet client expectations. Additionally, you will provide ongoing leadership, guidance, and support to the team, ensuring efficient task coordination, high-quality service delivery, and effective client communication. Your ability to facilitate learning, foster team collaboration, and drive continuous improvement will be critical to the success of our virtual assistant operations.

Responsibilities

Training Needs Analysis -Assess the knowledge, skills, tools, and competencies required for virtual assistant roles. Identify areas for improvement based on client requirements and performance evaluations. Gather feedback from VAs, team managers, and clients to understand training needs and priorities.

Curriculum Development -Design and develop training materials and modules tailored to the needs of virtual assistants. Create engaging and interactive learning content using various formats, such as presentations, manuals, and videos. Align training curriculum with organizational goals, client expectations, and industry best practices.

Training Delivery -Conduct virtual training sessions for new hires and existing VAs. Facilitate interactive learning experiences, group discussions, and hands-on activities to reinforce learning objectives.

Skills Development - Provide instruction and guidance on essential skills for virtual assistant roles, including communication, time management, task prioritization, and problem-solving. Offer specialized training on technical tools, software applications, and platforms commonly used in virtual assistance services.

Performance Evaluation - Assess VAs performance and proficiency before and after training to measure learning outcomes. Administer quizzes, assessments, and practical assignments to evaluate knowledge retention and skill acquisition. Provide constructive feedback and coaching to VAs based on training evaluations and performance metrics.

Team Leadership and Management - Onboard new virtual assistants from training to operations. Provide ongoing guidance, support, and mentorship. Set clear expectations and goals as per client requirements. Conduct performance evaluations and provide constructive feedback to enhance productivity and quality of work.

Task Coordination and Workflow Management - Allocate tasks based on skills, availability, and workload. Monitor task progress and deadlines to ensure timely completion. Implement efficient workflow processes and tools to streamline task management and enhance productivity.

Client Communication and Relationship Management -Maintain regular communication with customer success managers to understand client's needs, preferences, and expectations. Provide updates on task status, project progress, and relevant developments to ensure transparency and client satisfaction.

Quality Assurance and Performance Monitoring - Conduct quality checks and review completed tasks to ensure accuracy, consistency, and adherence to client requirements. Implement quality assurance measures and best practices to maintain high standards of service delivery.

Conflict Resolution and Problem-Solving - Address conflicts or issues within the virtual assistant team promptly and effectively. Act as a mediator in resolving disputes or misunderstandings among team members. Proactively identify and mitigate potential challenges or obstacles that may impact productivity or service quality.

Documentation and Reporting - Maintain accurate records of training attendance, evaluations, tasks, assignments, and client communications for documentation, tracking and reporting purposes. Generate regular reports on team performance, utilization, task metrics, and client feedback to inform decision-making and strategic planning. Document best practices, standard operating procedures (SOPs), and lessons learned to facilitate knowledge sharing and continuous improvement.

Qualifications

• Bachelor's degree or equivalent experience in business administration, management, or a related field.
• Proven experience in a leadership or management role, preferably in a virtual or remote work environment.
• Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and team members.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Proficiency in task management tools, communication platforms, and other relevant software applications.
• Demonstrated ability to motivate, coach, and develop remote teams to achieve goals and objectives.
• Problem-solving skills and the ability to adapt to changing priorities and challenges in a dynamic work environment.

Schedule (US Shifts Only)

Eastern Time - 6:30 p.m. - 3:30 a.m. IST, Monday - Friday

Pacific Time - 9:30 p.m. - 6:30 a.m. IST, Monday - Friday

Logistical Requirements

Quiet and brightly illuminated work environment

Laptop with Minimum 8GB RAM, I5 8th gen processor

720P Webcam and Headset

A reliable ISP with a minimum speed of 100 Mbps

Smartphone