Monitor virtual assistant attendance, productivity, working hours, and performance. Analyze performance risks, maintain dashboards and reports, validate overtime and undertime data, conduct coaching sessions, and implement improvement plans. Collaborate with HR, Finance, Account Management, Recruitment, Growth, and Learning & Development to improve service quality, engagement, retention, and operational effectiveness.
About Valatam
Valatam connects bilingual professionals from Latin America with global clients. We're proud to be certified as a Great Place to Work for 2025–2026, proof that great work starts with great people.
About the Role
As a Remote People Operations & Performance Associate, you will monitor Virtual Assistant performance, productivity, and attendance while providing coaching and ongoing support. You will analyze performance data, maintain accurate reports, and collaborate with HR, Account Management, and Finance to strengthen service quality, engagement, and retention.
Key Responsibilities
- Monitor VA attendance, working hours, productivity, and performance using time-tracking tools and internal reports
- Identify performance risks, analyze root causes, and implement timely improvement plans
- Conduct regular check-ins and coaching sessions, and implement improvement plans when necessary
- Maintain accurate performance records, dashboards, and monthly reports on productivity, service quality, and engagement
- Validate undertime and overtime data for accurate, timely submission to Finance
- Partner with Account Management to align VA performance with client expectations and address concerns
- Collaborate with HR, Finance, Growth, Recruitment, and Learning & Development on operational needs and recurring trends
- Support VA engagement, recognition, development, and retention initiatives
- Contribute to broader HR programs, new-hire training, and administrative projects
- Other related tasks as needed
Requirements
- Fluent in English (C1/C2) and Spanish
- 2–3 years of experience in people management, account management, HR workforce management, or productivity coordination, or similar
- Experience tracking KPIs, productivity, attendance, deliverables, or service quality
- Proficient in Google Workspace and Microsoft Office
- Experience with Asana, Notion, Trello, or similar project management tools is a plus
- Experience with time-tracking tools is a plus
- Excellent interpersonal and coaching skills, with the ability to give constructive feedback
- Excellent communication and attention to detail
- Quiet home office with stable internet (≥10 Mbps download / 2 Mbps upload) and backup connection
- Bachelor's or Associate's degree preferred
Benefits
Our Core Values at Work
We live by ACTION (get things done), CARE (help others and do things right), OUTSTANDING (operate at the highest standards), DEPENDABLE (own every commitment), and ENERGY (bring positivity every day). You’ll thrive here if these values resonate with you.
What We Offer
- Experience-based hourly rate
- Paid time off and performance bonuses.
- Monthly medical insurance stipend after meeting eligibility criteria.
- Birthday and work-anniversary bonuses.
- Gym and wellness allowance.
- Unlimited online fitness classes.
- Company events and Christmas celebrations.
Please fill out our application form, ensuring you answer all the questions. We will get back to you with more information shortly after receiving your application.
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