Industry Manager

General

Coordinates with and assists the Placements Team regarding new, replacement, and add on accounts
Schedules and facilitates the VA onboarding, Client Setup and Client Meet & Greet
Responsible for the day to day operations of the department
Manages CRM database including activities but not limited to data entry, data refinement, creation of reports/dashboard, data analysis, and interpretation, and data quality control
Leverages on project management tools and coordinate with relevant team members regarding specific tasks
Supports the execution of marketing and sales strategies for the account and business growth
Develops initiatives to contribute incremental revenue growth and organizational organic growth
Provides overall guidance, direction, and encouraging harmony and collaboration within accounts and across teams
Promotes and facilitates account growth through upselling (add ons, referrals and business reviews)
Manages retention for both client and VAs handled
Contributes to team effort by accomplishing related results as needed

For the Clients

Assists clients in initial setup, technical and functional support, and delegation of tasks
Offers expert advice in handling their VA/s
Serves as the main POC for all company-related concerns
Assists in resolving any billing concerns, disputes, and process requests
Investigates and resolves all client-VA disputes
Conducts periodic client check ins
Ensures client, satisfaction, retention, and loyalty
Handles simple and complicated cancellations and escalate to SR MGR and IM Dept Head if necessary

For the VA
Assists in VA accountability
Audits VA attendance/ performance/ incentive/ profiling/ credential and information
Regularly checks VA reliability – technical and functional
Provides coaching and mentorship
Provides VAs with knowledge, and expertise in a specific subject matter, business and technical area of a project or task
Investigates and resolves all VA offense/misconduct
Conducts periodic VA check ins
Ensures acceptable and reasonable VA turnover/attrition rate
Handles resignations and backouts and escalate to HR, SR MGR, IM Dept Head only if necessary.

QUALIFICATIONS AND SKILLS:

Managerial or supervisory experience is a must
Extensive industry-specific experience and knowledge is a must
Trainer or similar training experience is a must
2 years minimum Telecommuting experience is a must
Proficiency in key performance indicators, business process cycle, project management, quality management, risk management, and information technology
Exceptional technical, conceptual, interpersonal, communication, and decision-making skills