The primary role of an elite-escalation virtual assistant (EVA) is initially to pilot a new client into the onboarding of the offshore outsource operations. They will be responsible for communicating between the client, the account manager and operations in ushering in a streamline process for the regular virtual assistants who will take over once the piloting period is over (and a document of process workflows and quality assurance has been created).
The training process will be handled by the EVAs ensuring that training by the client needs to only happen once and that turnover of staff will not burden clients with having to re-train and go through the process again. Once operations for the onboarded client is running full-swing, the EVA will remain as the point-of-contact for the clients, account management for any process update so that training and process documentation will be updated accordingly. They will sit in and perform floor-walks within the operation floor to serve as subject-matter-experts (SME’s) who will respond to initial escalations from regular VA’s. They will also mentor and coach when operations management and/or quality assurance points out areas of improvement.
During critical-work-periods and when workloads are immensely high, the EVA’s will be expected to contribute with operations delivery to ensure that workload requirements are covered whenever there is a need for additional resources. These are temporary measures whenever staff replacement/turnover is ongoing and when there are sudden spikes in workload from the client.
The EVA answers directly to the Accounts Managers, Quality Assurance Lead, Operations Director and the CEO.
Main Job Tasks and Responsibilities:
Create, manage and implement onboarding process of operations for new clients involving client communications, process analysis and documentation
Coordination and Supervision – Coordinate, manage and monitor the workings of various departments in the organization
During onboarding, assess the risk management factors that are involved in the operations that is going to be handled by ILUCENT – escalate any potential issues and high risks with account and operations management so that proper structuring can be achieved
Create, manage and update operational documents in collaboration with the Quality Assurance component of ILUCENT and Operations Management
Create and implement training programs for new VA’s coming into a new client on a scheduled program
Be responsible for the initial review and reporting of VA performance during the training period – to be submitted to operations and account management
Provide coordinated reports with operations management on coaching opportunities and areas of improvement in output of existing operational VA’s – when necessary, pin-point resource relocation into a different role when applicable
Coordinate directly with clients to see on what their issues are, what their priorities are and what action-plans need to be implemented; relay to Operations Management every time any communication occurs
Best Practices – Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.
Assists in driving Key Performance Indicator (KPI) metrics of the various operations teams
Monitor closure of service levels regularly
Supervise teams in the absence of the operations management or team leads
Monitor and manage overall team output in collaboration with operations management team
Strategic Input – Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.
Departmental Expectation of Employee:
College degree in communications, business administration, information technology, management, industrial technology, industrial engineering or any relevant or related course
Excellent written and verbal communication skills
Experience in documentation and reporting
Industry relevant production experience
Knowledge and experience in organizational effectiveness and operations management
Knowledge of business and management principles and practices
Knowledge of human resource principles and practices
Knowledge of project management principles and practices
Information technology skills
At least one (1) year experience in Subject-Matter-Expert job position or Escalation Team in a BPO environment
Information gathering, problem-solving skills, and root-cause analysis
Formal training in problem-solving and analytical skills such as Six Sigma is an advantage
Experience in client management and resolving escalated employee or client issues
Critical thinking & analytical
Lean & Six Sigma Methodology
Planning and organizing
Operational documentation & technical writing
Influencing and leading
Coaching and training