Senior Team Leader – Operations

Job Description

Growth Path to Operations Manager V-Assist provides dedicated remote customer support and virtual operations teams for medical spas, aesthetic clinics, and healthcare practices across the United States. Our specialists support clinics by handling patient communication, appointment scheduling, lead follow-up, customer service, and administrative operations, allowing our clients to focus on delivering exceptional patient care. As we continue to grow, we're looking for a hands-on Senior Team Leader – Operations who can lead our team while helping build the operational foundation of the company. About The Role This is more than a traditional Team Leader role. We're looking for someone who has experience leading customer support teams and has taken on responsibilities typically handled by an Operations Manager. You'll oversee team performance, refine operational processes, improve SOPs, develop performance dashboards, and serve as a key point of contact for client performance discussions. This role is ideal for someone who enjoys building systems, coaching people, solving operational challenges, and growing with a fast-paced company. Key Responsibilities Team Leadership Lead and coach a team of Customer Support Specialists. Conduct regular one-on-one coaching and performance reviews. Support onboarding and training of new hires. Foster a culture of accountability, teamwork, and continuous improvement. Monitor attendance, productivity, and daily performance. Operations & Process Improvement Create, document, and continuously improve Standard Operating Procedures (SOPs). Standardize workflows across multiple client accounts. Identify operational gaps and implement scalable solutions. Improve efficiency, consistency, and service quality. Performance Management Track and analyze team performance using KPIs and dashboards. Monitor metrics such as: Booking Rate Conversion Rate Quality Scores Productivity Schedule Adherence Average Handle Time (AHT) Service Levels Customer Satisfaction (CSAT) Develop action plans to improve team performance. Partner with QA to identify coaching opportunities. Client Communication Prepare and present performance reports to clients. Participate in client meetings to discuss KPIs, operational updates, and improvement initiatives. Manage operational concerns and recommend solutions. Build strong relationships through proactive communication and transparency. Workforce & Resource Planning Assist with workforce planning and scheduling. Help forecast staffing requirements based on client growth. Support recruitment planning alongside leadership. Recommend process improvements to maximize team efficiency. Quality & Compliance Ensure adherence to client SOPs and internal standards. Maintain high-quality customer interactions across all accounts. Support QA initiatives and continuous improvement projects. Qualifications Required 3+ years of experience as a Team Leader, Supervisor, or Assistant Operations Manager in a call center or BPO environment. Experience managing customer service or appointment-setting teams. Proven experience coaching and developing team members. Strong understanding of call center KPIs and performance management. Experience creating or improving SOPs and operational processes. Excellent analytical and problem-solving skills. Outstanding verbal and written English communication. Highly organized with excellent time management skills. Experience managing remote teams. Preferred Experience supporting medical spas, aesthetic clinics, healthcare providers, or healthcare call centers. Experience with CRMs such as HubSpot, Salesforce, GoHighLevel, or similar platforms. Experience presenting performance reports to clients. Familiarity with workforce management and scheduling. Knowledge of HIPAA-compliant operations. Experience working in a fast-growing startup or outsourcing company. We're Looking For Someone Who Takes ownership and follows through. Thinks beyond daily operations and looks for ways to improve the business. Is confident leading people while remaining approachable and supportive. Makes data-driven decisions. Communicates professionally with both clients and internal teams. Enjoys building systems and improving processes. Thrives in a fast-paced, growing environment. Is proactive, adaptable, and solutions-oriented. Why Join V-Assist? Fully remote position. Opportunity to help shape the operations of a growing healthcare support company. Work directly with leadership and have a meaningful impact on the business. Career growth into an Operations Manager role as the company scales. Competitive salary based on experience. Be part of a collaborative, high-performing team focused on delivering exceptional service to medical spas and healthcare clinics. Pay: From Php48,000.00 per month Benefits Company Christmas gift Company events Work from home Work Location: Remote