Team Leader – Performance Coach
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Job Description
Performance Coach leading and improving Filipino Virtual Assistants’ productivity, quality, and accountability. Supporting VAs serving U.S. home care agencies through coaching and improvement plans.
Responsibilities:
- Conduct one-on-one coaching sessions with VAs experiencing performance issues
- Provide clear, specific, and constructive feedback
- Identify root causes of performance problems
- Help VAs understand client expectations and develop practical improvement steps
- Reinforce positive behaviors and recognize improvement
- Conduct follow-up coaching sessions
- Create and manage Performance Improvement Plans (PIPs)
- Establish performance expectations, measurable goals, and improvement timelines
- Document coaching discussions, commitments, action items, and progress
- Monitor VA performance throughout improvement periods
- Escalate serious or recurring performance concerns to management
- Review performance metrics, client feedback, attendance, productivity, work quality, communication, and procedure adherence
- Identify performance trends and recurring issues
- Determine with management which VAs require coaching or intervention
- Monitor measurable improvement from coaching
- Recommend training, retraining, reassignment, or corrective actions
- Help VAs meet U.S.-based home care agency client expectations and workflows
- Coach VAs on professional client communication
- Support VAs struggling with client-specific processes or expectations
- Assist management with client-raised performance concerns
- Support VAs with work-related challenges
- Help develop communication, organization, accountability, and problem-solving skills
- Conduct refresher coaching
- Share performance gaps with management for additional training development
- Promote continuous improvement, professionalism, and accountability
- Maintain accurate coaching and performance records
- Prepare coaching notes and performance summaries
- Track improvement plans and follow-up dates
- Provide regular VA performance updates to management
- Identify VAs improving, still struggling, or requiring additional action
- Maintain confidentiality regarding employee and client performance matters
Requirements:
- At least 2–3 years of experience in a Team Leader, Supervisor, Performance Coach, Quality Analyst, Operations, or similar leadership role
- Experience managing or coaching virtual assistants, remote employees, BPO staff, or offshore teams is strongly preferred
- Experience working with U.S.-based clients is preferred
- Experience in home care, healthcare staffing, scheduling, recruiting, or staffing operations is highly desirable
- Strong coaching and people-management skills
- Ability to provide constructive feedback professionally and confidently
- Strong problem-solving and conflict-resolution skills
- Excellent verbal and written English communication skills
- Strong organizational and documentation skills
- Comfortable handling difficult conversations and holding team members accountable
- Able to analyze performance problems and develop practical solutions
- Comfortable working remotely and managing multiple VAs at different stages of performance improvement
- Supportive but firm
- Patient and approachable
- Highly accountable
- Professional and emotionally mature
- Comfortable giving direct feedback
- Objective and fair when evaluating performance
- Solutions-oriented
- Organized and detail-oriented
- Able to motivate employees without micromanaging
- Able to distinguish between a training issue, performance issue, and behavioral issue
- Comfortable working in a fast-paced environment
- Familiar with Filipino workplace culture while also understanding the expectations of U.S.-based clients
Benefits:
- Full-time employment
- Remote work
- CST shift
- Internal-admin role as part of the HH admin team
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