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Operational Lead

2 weeks ago

Pretoria, Gauteng, South Africa Ananzi Full time

About the Role

We are seeking an exceptional Team Leader to oversee our Virtual Assistants and drive operational excellence. As a key member of our team, you will be responsible for managing day-to-day operations, ensuring exceptional client satisfaction, and fostering a positive work environment.

Key Responsibilities
  1. Leadership & Management
    As the primary point of contact, provide guidance and support to Virtual Assistants, leading by example and fostering a culture of collaboration, growth, and accountability.
  2. Client Care & Relationship Management
    Serve as the main liaison between clients and Virtual Assistants, ensuring seamless service delivery. Oversee onboarding, set clear expectations, develop SOPs, and monitor interactions to enhance the client experience.
  3. Performance Monitoring & Reporting
    Track key performance indicators, analyze data, and provide regular reports with insights and recommendations to management.

Work Environment

This is an onsite position with working hours aligned with US & UK time zones. Shifts may include:

  • 9 AM – 7 PM SAST
  • 3 PM – 12 AM SAST
  • 5 PM – 3 AM SAST
  • 7 PM – 4 AM SAST

Requirements

  1. Proven work experience as a team leader or supervisor
  2. In-depth knowledge of performance metrics
  3. Good PC skills, especially MS Excel
  4. Excellent communication and leadership skills
  5. Organizational and time-management skills
  6. Decision-making skills
  7. Degree in Management or training in team leading is a plus