Client Relations and Separations - EWS Supervisor

EWS SUPERVISOR

Early Warning System, Risk Management, Coaching & Retention

JOB SUMMARY

The EWS Supervisor oversees the Early Warning System (EWS) and is responsible for reviewing,
mitigating, and resolving identified VA risks that may lead to performance issues, client dissatisfaction,
termination, or separation.

CSMs are responsible for identifying and risk-tagging Yellow and Red cases, conducting the initial
check-in, and implementing the first-level intervention. The EWS Supervisor provides the next level of
support by reviewing flagged cases and intervening when risks are unresolved, escalating, recurring, or
require additional management support.

The EWS Supervisor assesses the situation, meets with the CSM and/or VA as needed, provides coaching,
conducts Root Cause Analysis (RCA), and develops an appropriate mitigation plan. Based on the findings
and progress, the EWS Supervisor may recommend resolution, continued monitoring, a Performance
Improvement Plan (PIP), or VA replacement.

The primary objective of the role is to reduce avoidable VA terminations and separations by addressing
risks early, identifying root causes, and driving effective corrective action.

CORE RESPONSIBILITIES
EWS & Risk Management
● Review Yellow and Red VA risk flags identified by CSMs.
● Prioritize unresolved, escalating, or high-risk cases.
● Assess whether additional EWS intervention is required.
● Monitor cases through resolution, escalation, or replacement.

Risk Intervention
● Meet with CSMs and/or VAs when additional intervention is required.
● Identify the underlying cause of the issue through assessment and RCA.
● Determine whether the issue is related to performance, capability, training, behavior, client
expectations, CSM execution, role alignment, or process.
● Develop and monitor the virtual assistant progress.
● Recommend the appropriate outcome based on documented findings: resolve, PIP, or replace.

Coaching & Performance Management
● Coach CSMs on risk management, difficult conversations, corrective action, and retention
strategies.
● Provide direct VA coaching when appropriate.
● Develop or support PIPs for documented performance concerns.
● Monitor improvement and escalate cases when corrective action is unsuccessful.

Incubation & Preventive Risk Management
● Provide heightened oversight of qualifying VA risks during the 0–30 day Incubation period.
● Support the 1st Week EWS intervention process for qualifying cases.
● Support preventive coaching and risk reviews for VAs within the 31–180 day period.

Reporting & Process Improvement
● Track EWS outcomes, intervention effectiveness, and separation trends and Analysis.
● Identify recurring risk drivers and recommend improvements to Client Success and Manager of
Client Relations and Separations

KEY PERFORMANCE INDICATORS
● Reduction in preventable VA terminations and separations of at least 15% monthly.
● Reduction in unresolved Yellow and Red cases.
● EWS intervention and resolution rate.
● 1st week resolution of high risk drivers for VAs on 0-30 days tenure
● Timely completion of required EWS interventions.
● Improvement in CSM risk-management and intervention effectiveness.

REQUIRED QUALIFICATIONS
● Experience in coaching, performance management, and people development.
● Experience conducting Root Cause Analysis (RCA).
● Experience developing or managing Performance Improvement Plans (PIPs).
● Strong analytical, organizational, and case-management skills.
● Excellent written and verbal communication.
● Strong judgment and ability to make objective, evidence-based recommendations.
● Ability to manage sensitive performance and client matters professionally.
● Experience in legal services, legal staffing, law firm environments.
● Experience with escalation, retention, or separation-prevention programs.

OVERALL OBJECTIVE
The EWS Supervisor's primary objective is to mitigate identified VA risks before they become
terminations or separations by providing timely intervention, effective coaching, root cause analysis,
and measurable corrective action.
The CSM identifies the risk. The EWS Supervisor provides support to resolve it.

* PS: Payrate Range is not negotiable so if you are expecting a higher Hourly rate please do not apply *

* We use Hubstaff as productivity and screen monitoring systems, please do not apply if you are not comfortable with this*