Team Leader – Performance Coach

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Facilitate one-on-one coaching sessions with VAs facing performance challenges

• Deliver clear, specific, and constructive feedback

• Diagnose root causes of performance issues

• Assist VAs in understanding client expectations and formulating actionable improvement strategies

• Reinforce positive behavior and acknowledge progress

• Conduct follow-up coaching sessions

• Develop and oversee Performance Improvement Plans (PIPs)

• Set performance expectations, measurable objectives, and timelines for improvement

• Record coaching discussions, commitments, action items, and progress

• Monitor VA performance during improvement phases

• Raise serious or persistent performance issues to management

• Analyze performance metrics, client feedback, attendance, productivity, quality of work, communication, and adherence to procedures

• Identify performance trends and recurring challenges

• Collaborate with management to determine which VAs need coaching or intervention

• Evaluate measurable improvement resulting from coaching

• Suggest training, retraining, reassignment, or corrective measures

• Assist VAs in meeting the expectations and workflows of U.S.-based home care agency clients

• Coach VAs on professional communication with clients

• Support VAs who are struggling with client-specific processes or requirements

• Aid management with performance concerns raised by clients

• Assist VAs with work-related challenges

• Help cultivate communication, organization, accountability, and problem-solving abilities

• Conduct refresher coaching sessions

• Communicate performance gaps to management for further training development

• Encourage continuous improvement, professionalism, and accountability

• Maintain accurate records of coaching and performance

• Prepare coaching notes and performance summaries

• Track improvement plans and follow-up schedules

• Provide regular updates on VA performance to management

• Identify VAs who are improving, still facing challenges, or needing further action

• Uphold confidentiality regarding employee and client performance issues

⛳️ Requirements

• Minimum of 2–3 years of experience in a Team Leader, Supervisor, Performance Coach, Quality Analyst, Operations, or a comparable leadership position

• Strongly preferred experience in managing or coaching virtual assistants, remote employees, BPO staff, or offshore teams

• Preferred experience working with U.S.-based clients

• Highly desirable experience in home care, healthcare staffing, scheduling, recruiting, or staffing operations

• Exceptional coaching and people-management abilities

• Capability to provide constructive feedback in a professional and confident manner

• Strong problem-solving and conflict-resolution skills

• Excellent verbal and written communication skills in English

• Strong organizational and documentation capabilities

• Comfortable navigating difficult conversations and holding team members accountable

• Ability to analyze performance issues and devise practical solutions

• Comfortable working remotely and overseeing multiple VAs at varying stages of performance improvement

• Supportive yet firm demeanor

• Patient and approachable attitude

• Highly accountable

• Professional demeanor with emotional maturity

• Comfortable providing direct feedback

• Objective and fair in performance evaluations

• Solutions-oriented mindset

• Organized and detail-oriented

• Able to inspire employees without micromanaging

• Capable of distinguishing between training needs, performance issues, and behavioral challenges

• Comfortable in a fast-paced work environment

• Familiarity with Filipino workplace culture while understanding the expectations of U.S.-based clients

🏝️ Benefits

• Full-time employment

• Remote work opportunities

• CST shift hours

• Internal administrative role as a member of the HH admin team