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Own day to day people operations across all VA accountsAct as the primary escalation point for team issues, client fires, and performance concernsMaintain clear communication between VAs, Client Relations, and LeadershipEnsure all internal processes are followed, documented, and continuously improvedProactively identify risks related to performance, scheduling, or client satisfaction
Conduct daily and weekly team check ins via Slack and scheduled callsAsk probing questions to surface blockers, risks, or gaps earlyEscalate urgent issues to Zoom calls when neededDocument all check ins and updates and loop in Client Relations and internal leadershipTrack team performance using KPIs aligned to the 4 Cs:CommunicationCollaborationConscientiousnessCommitmentManage performance review cycles including eligibility checks, prep, feedback collection, and approvals
Draft weekly team schedules starting Wednesdays and finalize FridaysEnsure schedules align with:Client requirementsApproved leaves and absencesMissed hours and complimentary hoursMaintain and update account trackers for accuracySend schedules to team members and clients using approved templatesHandle schedule change requests and communicate impacts clearly to all internal team members.
Monitor Slack, email, and text for absence notificationsRecord absences and leaves using internal forms and trackersNotify affected clients using approved support templatesEnsure missed hours are rescheduled appropriatelyCoordinate temporary coverage or reassignment when needed
Support pre screening and interview coordination for new hiresTrack applicants by cohort and manage interview scheduling via CalendlyFacilitate interview logistics and documentationSupport onboarding phases including:BootcampSoft skills trainingHard skills trainingRoleplay and peer interviewsMaintain organized hiring folders and documentation in Google Drive
Identify training needs for:New account assignmentsReassignmentsSchedule and track training hoursEnsure training forms are completed and reviewedCoordinate AI, tools, and platform training as requiredConfirm training hours are properly reflected for invoicing
Manage the full VA assignment process:ShortlistingLive testingEvaluation and final selectionCoordinate shadowing periods and transitionsEnsure process documentation is complete and transferredFacilitate intro videos and internal alignmentConfirm readiness before final handover to clients
Collect invoices from team members every 15th of the monthVerify hours against:SchedulesScreenshot monitor reportsEOD and EOW reportsCheck for discrepancies, idle time, or policy exceptionsConfirm process documentation is complete before approvalSubmit finalized tallies to Metchell
Manage voluntary and immediate resignationsCoordinate exit interviews and internal notificationsOversee secure access revocation across all tools and platformsConduct Zoom based security verification for data deletionEnsure complete handover of tasks, files, and documentationMaintain compliance with privacy, confidentiality, and record retention requirements
Team Management Roles and Responsibilities
Team Management Roles and Responsibilities
Executive Assistant to Metchell (EA / Team Operations Lead)
Team Management & Performance Oversight
Scheduling & Capacity Management
Attendance, Leaves & Absences Management
Recruitment & Hiring Support
Training & Skill Development
Account Assignment & Reassignment
Invoicing & Payroll Verification
Offboarding & Security Compliance
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