Summary
Position Summary
Asset Recovery Specialist Contact Center (Future Quality/Team Lead Track)
Our Contact Center Analyst team supports client leaders in the vehicle recovery domain by driving streamlined communication strategies and operational excellence. Using advanced technologies and industry best practices, we help transform complex customer interactions into actionable outcomes that strengthen, protect, and advance organizational objectives. Leveraging data-driven insights and a collaborative approach, we accelerate the path to value creation within vehicle recovery operations; this role is also designed to transition into a Team Lead or Quality Specialist position in approximately six months, evolving into a core leadership role as contact center operations continue to scale.
Position Summary
Level: Asset Recovery Specialist
As an Asset Recovery Specialist, you will join a new contact center pilot team supporting a global car rental company. In the initial phase, you'll be hands-on with customer contact and case handling. Over time, the role transitions into a Quality Specialist / Team Lead position, focused on service delivery excellence, training, and process adherence.
Work you'll do:
Our Asset Recovery Specialists manage the vehicle recovery lifecycledriving successful recoveries through diligent customer engagement and rigorous process compliance. As the team evolves, you'll take ownership of quality frameworks, coach agents, and develop operational best practices that contribute to seamless recoveries and customer satisfaction.
Phase 1: Hands-On Operations (Pilot Phase)
- Handle inbound/outbound calls regarding overdue vehicles, late returns, and asset recovery
- Verify customer and rental information; confirm asset locations using system tools
- Log and update case notes in CRM and recovery workflow tools
- Engage with customers professionally to negotiate return timelines and resolve billing issues
- Escalate non-compliant/high-risk cases to Loss Prevention or Legal per SOPs
- Support daily operational reporting on contacts, resolutions, and recovery outcomes
- Build and document SOPs and best practices for process consistency
- Collaborate with the client to establish quality frameworks and audit methodologies
Phase 2: Quality / Team Lead Transition
- Monitor agent interactions for compliance, professionalism, and accuracy
- Conduct call calibrations; lead feedback sessions for continuous improvement
- Develop training content, call scripts, and quality scorecards
- Oversee workforce management: rostering, shrinkage tracking, shift planning
- Act as process SME to support new hire onboarding and ramp-up
- Track key metrics (AHT, FCR, CSAT, Recovery Rate) and drive improvement initiatives
The team:
You'll be a foundational member of the Asset Recovery pilot, collaborating directly with client stakeholders and internal teams to refine recovery processes and quality standards. As the operation scales, you'll move into a leadership position steering training, compliance, and continuous improvement across a growing team.
Qualifications
Must Have Skills/Project Experience/Certifications:
- 35 years of contact center experience in collections, recovery, or customer service operations.
- Strong communication skills (verbal and written) clear, assertive, and empathetic tone.
- Experience with quality monitoring, coaching, or team leadership is highly preferred.
- Familiarity with WFM concepts (rostering, occupancy, adherence, shrinkage).
- Proficiency in CRM systems, dialers, and contact center platforms.
- Prior exposure to process transitions or pilot setups is a plus.
- Ability to work in rotational shifts, including weekends or regional holidays, as required.
- Analytical mindset able to interpret metrics and drive process improvements.
- Key Competencies
- Ownership & Accountability: Takes initiative to resolve customer and operational issues end-to-end.
- Attention to Detail: Ensures data accuracy in recovery and asset management records.
- Analytical Thinking: Understands call drivers and identifies process gaps.
- People Leadership: Coaches and motivates team members to achieve service excellence.
- Adaptability: Comfortable working in a fast-scaling pilot environment.
#CS-Voice
Good to Have Skills/Project Experience/Certifications:
- Prior experience in automotive, logistics, car rental, or asset recovery processes.
- Working knowledge of systems like GVCS, GAR, or EAM (or equivalent fleet management/CRM tools).
- Exposure to global operations (US specifically).
Education:
- BBA/BCom/BBM/BCA/B.Sc./BA degree or a similar 3-year graduate course from accredited university
Location:
Shift Timings:
- You may be required to work in different shift timings including night shift. In support of client deliverables, the Employer may require you to work on additional days (including weekends and holidays) and work from Offshore Delivery Center (ODC) or client location.
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Requisition code: 315566
