Understand the work
Discuss responsibilities, tools, client expectations, working hours and the skills your role needs.
HOW WE WORK
Define the role before
the first day.
Dedicated staffing works best when responsibilities, access and expectations are clear from the beginning.
01Start with the work ↓Define the staffing brief
Agree the role scope, candidate requirements, reporting relationship and commercial terms before engagement.
Select and prepare your staff
Review suitable candidates and plan training, system access and the handover of documented workflows.
Begin with clear expectations
Set priorities, escalation routes and task checks so your dedicated staff know what good work looks like.
Review and improve
Use agreed feedback and performance measures to refine the role as your business needs develop.
Planning the working relationship
What happens between your enquiry and the first day.
The first conversation
Tell us which work is taking time from your team, how it is handled today and what you want a dedicated person to own. Include your US time zone, preferred working hours, software and approximate workload. A short process description is often more useful than a long job title. If you have not written one yet, use the staffing brief guide to prepare.
A brief that both sides can use
The brief should define the main responsibilities, necessary skills and boundaries of the role. It should also identify the person who sets priorities, the systems staff will use, and the decisions that require approval. Candidate suitability and the proposed start plan can then be discussed against the same requirements. Availability and timing are confirmed for the particular role rather than promised universally.
Prepare before access is granted
Plan system permissions, training material and examples of completed work before onboarding. Use approved access methods and provide only the permissions the role needs. A new staff member also needs escalation contacts: someone for operational questions, someone for approvals and a route for urgent exceptions. Sensitive workflows may require additional training, safeguards and agreements before work begins.
Make early reviews useful
In the first stage of an assignment, review a manageable sample of work and explain any corrections. Check whether instructions were clear, whether information was available and whether the task fitted the time allowed. For customer support, that might mean reviewing response accuracy; for back-office work, it might mean checking records and exceptions.
Change the scope deliberately
As your business changes, the role may need new responsibilities, hours or skills. Discuss those changes before treating them as part of the existing assignment. Confirm training, access, workload and commercial implications where relevant. A clear change process helps keep expectations realistic and gives staff a fair basis for doing the work well.
LET’S DEFINE THE ROLE
What would you like
your next hire to handle?
Tell us what needs doing, which tools you use and the hours you need covered. We’ll start with those details.
Build your team ↗