Operations Assistant

• Timekeeping and attendance monitoring

• Communication channels (Slack, Teams, Discord, Whatsapp, etc.), calendar, and email management

• NHE, PAN, CAN, Exit Endorsements, Jira requests, NTE or document drafting 

• Check and update campaign trackers and dashboards

• Monitor dialers and subscription renewals

• Agent EOD and responsiveness monitoring

• Daily agent productivity and issue reporting

• Quality checking

• Recruitment orders, and candidate screening

• Assist in client kick off/ training/ onboarding preparations

• Assist in coaching, PIP implementation and issuance of NTEs

• Invoice payment tracking

• Reports as required

• Operations Assistants will be assigned to an Account Manager or dependent on

• The Account Manager will assign tasks to the Operations Assistant that should be completed within the required timeframe

• Work schedule is from 9:00PM to 6:00AM (8 hours of work, with 1 hour break)

• Should be on site or logged in at least 15 minutes before the shift for any personal or work related preparations

• Log in/out and break in/out should be logged on Jibble (office kiosk)

• Use of the Nap room should only be during the break period, on break in Jibble

• Any missed logs or issues should be emailed to ops@virtualchamps.com with proof of work and issue reported to IT/HR

• Any Work From Home request should be pre-approved, at least 4 hours before the shift starts

• No more than 2 unexcused or unplanned leave of absence in a month

• If 2 or more days of Sick Leave, a medical certificate should be provided

For client, agent or internal:

• Email - within 1 hour (Acknowledge the receipt or respond to the concern with a resolution)

• Chat/SMS - within 10 minutes (Excluding break or outside shift hours)

• All meetings internal/external must be logged or scheduled on Google Calendar

• Discord public channels must always be used for official comms and avoid sending Direct Messages

• As agreed, we must comply with any inter-departmental requirements or policies

• Monitor the campaign and AMs chats or emails, raise any concerns or comms that should be responded to by the AMs

• Draft a response for the AMs if a template is not available

• Provide coverage for the AM if the AM is out or not available

• Tasks and reports as required

• Client Health status will automatically update on Discord on Wednesdays - 10:00PM PHT

• Client Health without an updated status will be flagged in management

• Upload or reference proof of client check in or why that was the status indicated

• If a status changes within that week and the Client Health has already been updated, the assigned POC would need to input a new update on friday.virtualchamps.com for the records to be current and reflecting the actual status of the campaign

The assigned Account Manager will define the Operations Assistant's day to day tasks and responsbilities.

If the Operations Assistant is not assigned an Account Manager or under Emma, please also check the Default Tasks under Operations Assistant in the navigation bar.

An NTE will be issued for failure to follow the daily and weekly SOP's

Disqualification from the incentive if:

1. Client Health is not updated/declared correctly - accounts from green or yellow to red

2. Churn of clients with marked potential (by management) without identifying risks

3. Accumulated 6 NTEs per quarter

Any update to the existing SOPs will be announced through the Discord channel on the day it was changed and can be referenced on the Manager's Toolkit

For questions or concerns, please send a message to the Operations channel on discord or contact emma@virtualchamps.com