International Voice Process Executive

Contact Center Analyst

About the Role

We are seeking a proactive and detail-oriented Contact Center Analyst to join our team supporting vehicle recovery operations. In this role, you will engage with customers and stakeholders via outbound calls, document processes, and ensure smooth and professional communication throughout the recovery process. This is an excellent opportunity for individuals who thrive in fast-paced environments and are passionate about helping others.

Key Responsibilities

Conduct outbound calls to customers and third parties to facilitate vehicle recovery processes.

Communicate clearly and professionally in neutral English accent, both verbally and in writing, to ensure accurate information exchange and positive customer experiences.

Document Standard Operating Procedures (SOPs): Maintain and update process documentation to support operational consistency and compliance.

Record and track call outcomes and recovery progress in CRM or designated systems.

Collaborate with internal teams and external partners to resolve issues and expedite recovery.

Handle sensitive situations with empathy, discretion, and a problem-solving mindset.

Meet or exceed performance metrics related to call quality, recovery rates, and documentation accuracy.

Identify process improvements and share feedback to enhance customer experience and operational efficiency.

Qualifications

0 to 4 years of experience in a contact center, customer service, or related environment.

Strong communication skills in English (verbal and written) are essential.

Experience with inbound outbound calls in a contact center or similar environment.

Proven ability to document SOPs and maintain accurate records.

Attention to detail and organizational skills.

Customer service mindset with the ability to handle challenging conversations professionally.

Proficiency with CRM systems and basic office software (e.g., MS Office, Google Workspace) is preferred.

Ability to work independently and as part of a team.

Able to work on night shift is a plus.

Prior experience in vehicle recovery, collections, roadside assistance, or related fields.

Familiarity with compliance and data privacy standards in customer interactions.

Multilingual skills are a plus.