Workforce Manager

VA+ is looking for an experienced and proactive **Client-Facing Workforce Manager** who can build strong relationships with U.S.-based clients, oversee account health, resolve service concerns, and ensure a consistent, high-quality client experience. This is a hands-on **client relationship and service-delivery role**, not primarily a VA attendance-monitoring position. **What you’ll do:** ✅ Serve as the primary point of contact for assigned clients ✅ Build strong client relationships and understand their business needs ✅ Conduct regular client check-ins and account reviews ✅ Monitor client satisfaction, service quality, account health, and retention risks ✅ Provide proactive updates and follow every concern through to resolution ✅ Handle complaints and difficult conversations professionally ✅ Coordinate with Workforce, HR, Billing, Training, and Operations ✅ Manage client-facing VA replacements, transfers, and transition plans ✅ Monitor contracted hours, utilization, scope changes, and billing concerns ✅ Identify at-risk accounts and implement client recovery plans ✅ Maintain accurate client notes, health scores, escalations, and action items **What we’re looking for:** 🔹 At least 3 years of experience in client success, account management, workforce management, staffing operations, or BPO account management 🔹 Experience managing relationships with U.S.-based clients or business owners 🔹 Experience supporting remote teams, virtual assistants, or outsourced staff 🔹 Excellent written and verbal English communication skills 🔹 Strong client-meeting, expectation-setting, and conflict-resolution skills 🔹 Ability to manage multiple accounts, deadlines, and urgent escalations 🔹 Strong CRM, documentation, reporting, and follow-through skills 🔹 Availability during assigned U.S. business hours