Remote Operations Team Lead – Coaching & Performance

CEO Concierge Service Inc.; Taguig; Hybrid; PHP 3.510.000 - 4.786.000; Vollzeit

Zusammenfassung

CEO Concierge Service Inc. is seeking an Operations Team Leader to oversee a remote team, ensuring high-quality client service and smooth daily operations.

The ideal candidate will lead with fairness, provide structured coaching, and resolve issues independently while maintaining accountability. The role focuses on coaching, performance management, and maintaining dashboards, with collaboration across departments to meet client expectations and service level goals, all in a remote setup that

Qualifikationen

• At least 2 years of team leadership or supervisory experience.
• 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.

Aufgaben

• 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.

Kenntnisse

Team leadership

Performance management

Coaching

Client service

Operational reporting

Tools

Hubstaff

Google Workspace

Microsoft Office

Jobbeschreibung

CEO Concierge Service Inc. is seeking an Operations Team Leader to oversee a remote team, ensuring high-quality client service and smooth daily operations.

The ideal candidate will lead with fairness, provide structured coaching, and resolve issues independently while maintaining accountability. The role focuses on coaching, performance management, and maintaining dashboards, with collaboration across departments to meet client expectations and service level goals, all in a remote setup that