Implementing KPIs For Administrative Assistants




An executive assistant or virtual assistant is hired to perform specific tasks, allowing your on-site staff to concentrate on different business areas. VAs will not have the same benefits or contracts as your other staff members, but that can make managing their performance more difficult.

Despite working remotely, administrative assistants, like full-time staff, should also have their performance assessed by using key performance indicators (KPI).

If a worker is working remotely, it could be argued that it is more important to rate their performance to ensure that it meets company standards.

What Are KPIs?

Key performance indicators (KPIs) are essential for all staff as a fair and accurate way of judging the way they work.

Each member of your team should understand their job role within the company, which will help both the employee and the business owner.

For example, when an executive assistant understands their key performance indicators (KPIs), they make every effort to implement them. This helps to ensure the business runs efficiently.

If your administrative and executive assistants are clear about what their role is, then it makes it easier for you when you are evaluating their job performance and providing feedback.

Why You Have To Implement KPIs

1 – Set The Stage For Long-Term Success

Every business wants reliable workers. Therefore, executive assistants who work remotely should be expected to perform their tasks within the set timescale.

Administrative professionals should always display their reliability by promptly responding to emails or tasks. Therefore, an administrative assistant’s reliability should be one of their KPIs.

To help ensure that executive assistants stay with your company long-term, it is essential to be clear about what you require from them. This is vital in time management when working on projects and overall communication responsiveness.

When it comes to job evaluation, their KPIs should warrant a high score if these factors were met.

2 – Measure Performance Efficiency For Improvement

Executive assistants should always look to improve in their roles. Not having your virtual assistant in the same office means that you need to understand and use KPIs well.

When used correctly, KPIs can prove that your virtual assistant is working to the requirements set out for them.

Performance can be measured in many ways. The way administrative professionals conduct themselves with the rest of the admin department is vital to efficiency.

Other key areas could be their understanding of administrative tasks, how they perform under pressure and the accuracy of work.

3 – Create Reliable Consistency

Like all members of the admin department, executive assistants must perform to the standards required at all times. Consistency is vital in any business.

There is little point in hiring an administrative assistant who displays erratic behaviour when performing tasks. The assistant’s performance must be reliable and consistent at all times.

Being consistent could be one of the measurable KPIs you set to ensure long-term performance standards are met.

Creating the right environment develops accurate performance and helps your executive assistants and admin staff reach a flawless execution.

4 – Set Clear Expectations

As a business owner, it is your job to ensure that your administration team is on the same page. Each staff member is an administrative professional who should set clear expectations.

There is little value in evaluating the performance of an administrative professional if they don’t know what KPIs they are working with.

A team works effectively when they all have clearly defined roles. This will help increase executive productivity, which will help with office dynamics.




Setting Up The Right KPIs

1 – Efficiency

Every company should prioritise efficiency as one of the critical areas when measuring progress. In addition, efficiency KPIs for administrative professionals are vital as each staff member will have different roles.

For instance, the VA may be required to research and filter information correctly between various departments and other professionals outside the company.

The VA may need to deal with other staff members and find creative solutions to help improve office dynamics.

Part of a VAs role may be to deal with staff holidays and sickness. Although the assistant may need to deal with lower staffing levels, they will need to raise this issue to accommodate peak demand periods.

It is always good to identify KPIs that relate to the overall efficiency of all staff working for the company.

2 – Communication

Whatever the size of your business, strong communication is essential. With this in mind, your executive assistants (EAs) must display outstanding communicative skills.

The EA will be responsible for dealing with sensitive information from inside and outside the company. In addition, they will have to manage the executive’s email inbox; therefore, concise correspondence will be required with executives.

Office dynamics mean that the executive assistant will communicate with other administrative team members in areas where the executive feels leader support is needed.

The EA must apply emotional intelligence when delivering difficult messages to anyone inside or outside the company. This relevant information must be provided in a tactful manner.

The primary role of all excellent executive assistants is to display outstanding communication skills, particularly when scheduling appointments.

The way they can relay important information could be part of their other employee’s KPIs. The method of communication could be via emails, phone calls/video calls, or face-to-face interaction.

Whenever KPIs are information-related, it is essential to assess how clear the information was relayed.

3 – Organisation

Exceptional organisational skills are paramount when working as an executive assistant. They will be responsible for staffing levels, so they must clarify assignments.

Strategic planning will be needed on essential projects and each team member’s processes. Excellent organisational skills are vital in pressured business environments. Keeping focused and calm will help the business meet the operational achievements set out.

Meeting preparation and inviting key team members is critical. All meetings are essential to any company, so the aim is to achieve a positive outcome at all times.

4 – Collaboration

For any business to run efficiently, collaboration throughout the organisation is needed. So this means each department has provided the focus for the primary goal of providing a service or selling a product.

If each department, such as the finance department, IT, and human resources, collaborate to work as a team, it makes life easier for everyone.

The role of an EA is to work well with all departments to ensure the company is meeting proper time frame targets. Excellent office communication with appropriate personnel will always help your staff collaborate efficiently.

In addition to this, there are times when EAs will need to work with an outside agency. For example, a team of professionals may have the skills you need to help teach team members processes.

5 – Coordination

Scheduling meetings that involve lots of people will need good coordination skills. Bringing all the departments together is not always easy; an excellent executive assistant anticipates staffing levels so that they can coordinate the meeting at the correct times.

KPIs are a good way of measuring if a meeting was on schedule. Requesting post-meeting feedback on measurable performance levels for team members is the best way to do this.

The feedback you receive from the post-meeting stages may help you improve meeting coordination moving forward.

6 – Documentation

All EAs need to deal with substantial documentation. The information they deal with may be private and must be treated sensitively.

Documentation may be management emails, payment receipts for office supplies, travel expenses, and budget management tasks.

Handling documentation that relates to the sales department needs high-quality budget management skills.

Fiscally sound budgets will be needed to help the company track monthly revenue increases.

7 – Timeliness

To meet a company’s strategic goals, excellent time management is vital.

It is the responsibility of the EA to ensure that all tasks assigned to other team members are carried out within the given timescale.

You need to see what progress has been made and look at what lies ahead for the rest of the week. If you do this correctly, it will lead to impeccable time management.

Always aim to increase the executive’s productivity. Proper time management and leadership skills will continuously improve productivity and personal development.

8 – Scheduling

This is one of the main parts of an EA’s role.  Allowing enough time for all staff to attend meetings and provide relevant input is critical for managers to get the right level of information about overall progress.

Proper scheduling will free up the executive to have enough time to perform critical tasks, attend meetings, and conduct staff appraisals.

And with the right KPIs set on calendar scheduling, business owners will find a consistent improvement in how they are able to manage the most critical tasks of the day.

Let Us Help Manage Your Virtual Assistant KPIs

One of the biggest challenges for businesses after hiring their virtual and executive assistants is to keep managing expectations and performance.

With most VAs based in different Asian countries, it can become difficult to bridge time zones and setting the right performance expectations to achieve continuous progress.

Here at Real Estate Virtual Assistant, we have built many teams of VAs for clients and can take care of all the hiring, training, and management requirements to free up your time for advancing your business vision.

Contact us today for a free consultation on how quickly we can have you up and running with the ideal VA support.

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