Success Coach

The Success Coach is responsible for leading and managing a team of Virtual Assistants within Scale Virtually, while also providing coaching and support to individuals in achieving their personal and professional goals. This includes providing coaching and mentorship to virtual assistants, developing and implementing action plans, and tracking progress towards goals. The Success Coach is also responsible for managing performance, ensuring that client inquiries and issues are handled efficiently and effectively, and analyzing data and metrics to identify trends and areas for improvement.

Key Responsibilities:

1. Lead and manage a team of Virtual Assistants, providing coaching and support as needed
2. Monitor and manage the performance of virtual assistants, including setting goals and conducting performance evaluations
3. Ensure that client inquiries and issues are handled efficiently and effectively by the team
4. Train and onboard new virtual assistants as needed
5. Collaborate with other teams, such as Quality and Training, to ensure that virtual assistants have the necessary skills and resources to perform their roles effectively
6. Analyze data and metrics to identify trends and areas for improvement
7. Develop and implement strategies to improve the performance and satisfaction of virtual assistants and clients
8. Provide coaching and mentorship to individuals in order to help them achieve their personal and professional goals
9. Develop and implement action plans with individuals to support the achievement of their goals
10. Track progress towards goals and provide ongoing support and guidance as needed
11. Conduct assessments and evaluations to identify areas for improvement and growth
12. Develop and deliver training and development programs, as needed
13. Maintain confidentiality and exercise discretion when working with sensitive information
14. Perform other related duties as assigned
15. Ensure that relevant data points are collected and tracked efficiently and accurately
16. Analyze data and metrics to identify trends and areas for improvement
17. Generate and present reports for their departments business review

Requirements:

1. 3+ years of experience in a supervisory role in a call center or client service environment
2. 5+ years of experience in coaching, mentorship, or a related field
3. Strong leadership and management skills
4. Excellent communication and interpersonal skills
5. Demonstrated ability to coach and support team members
6. Experience managing performance and setting goals
7. Demonstrated ability to develop and implement action plans
8. Experience tracking progress towards goals and providing ongoing support and guidance
9. Ability to work effectively with individuals at all levels of Scale Virtually
10. Confidentiality and discretion when working with sensitive information
11. Proficiency in call center software and technologies
12. Bachelor's degree in a related field (preferred)

We will only accept applications that include a video introduction hosted on YouTube, Loom, or Google Drive.

• Record and upload a 2-minute video of yourself answering the following:
  • Introduce yourself,
  • Why is this role the ideal job for you
• Upload the video on YouTube, Loom or Google Drive and paste the link on the form provided. (make sure it's unlisted and accessible)