Call Recovery Specialist PH

DISCLOSURES

The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. The job’s responsibilities/tasks may be modified and/or expanded over time. The company will inform the personnel member when changes in the respective job description are made.

ABOUT THE COMPANY

Enterprise Management Solutions, LLC (EMS) is a full-spectrum consulting and management firm specializing in back-office operations, financial infrastructure, and executive oversight for health and human services organizations. We provide strategic support to affiliated companies through contractual partnerships, optimizing operations and maintaining compliance across multiple industries including behavioral health, primary care, real estate, supportive housing, and food service.

Our goal is to relieve mission-driven companies of administrative burden by overseeing financial and operational systems that allow leadership teams to focus on quality care and innovation.

CLASSIFICATION: Exempt – Independent Contractor (Non-U.S., W-8BEN)

COMPENSATION RANGE:$100 USD per week

LOCATION: Philippines (Remote)

POSITION TITLE:: Call Recovery Specialist 

DIVISION: Marketing & Sales

ACCOUNTABLE TO: Chief Marketing & Sales Officer

Company: Enterprise Management Solutions, LLC 

WORK SCHEDULE: Monday – Friday 8:00 AM – 5:00 PM EST. Must be online and responsive during full shift. No overlapping employment during shift hours

POSITION OVERVIEW

Enterprise Management Solutions is seeking a disciplined and performance-driven Call Recovery Specialist to operate within the Marketing & Sales Division and support all Enterprise-managed brands.

ROLE OBJECTIVE

This role is responsible for:

Returning missed inbound calls

Executing professional warm handoffs

Maintaining a live missed-call tracking log

Enforcing voicemail accountability standards

Supporting revenue recovery across brands

This is a structured, KPI-driven position requiring full availability during U.S. Eastern Standard Time business hours.

CORE RESPONSIBILITIES

1. Missed Call Recovery

Monitor inbound missed call logs across all Enterprise-managed brands.

Return 100% of missed calls during assigned shift.

First callback attempt within 15–30 minutes when possible.

Make a minimum of three contact attempts when necessary.

Leave professional voicemail and/or send follow-up text when applicable.

2. Warm Handoff Protocol

The Call Recovery Specialist must ensure professional warm transfers — no cold transfers permitted.

Responsibilities include:

Confirming the correct department/staff member.

Introducing the caller to the receiving party.

Providing summary of the inquiry before transfer.

Ensuring the receiving staff member accepts and acknowledges the call.

Logging transfer outcome.

If the staff member is unavailable:

Schedule a confirmed callback.

Notify staff via internal communication.

Track resolution until completed.

3. Missed Call Log Management

The Specialist must maintain a live, real-time tracking log in the designated Google Sheet: Enterprise Missed Call Tracking Sheet

Each missed call must include:

Date

Time

Brand/Company

Caller name/number

Nature of inquiry

Assigned staff

Callback attempt timestamps

Warm transfer status

Outcome

Resolution status

Notes

Log must be:

Updated in real time

Reviewed daily

Submitted in weekly summary to CMSO

4. Voicemail Compliance Enforcement

Enterprise standard:

Zero voicemail backlog at end of each business day.

The Call Recovery Specialist must:

Monitor voicemail boxes daily.

Notify staff of pending messages.

Re-check voicemail 1 hour before close of business.

Report unresolved voicemail messages to CMSO.

Submit documented compliance report to HR for staff failing to clear voicemail.

Repeated staff non-compliance must be escalated formally for disciplinary action.

Performance Metrics (KPIs)

90%+ same-day callback rate

Average response time under 30 minutes

100% missed calls logged

95%+ warm transfer success when staff available

Zero end-of-day voicemail backlog

Weekly performance report submission

REQUIRED QUALIFICATIONS

Strong English verbal communication skills

Prior call center, sales support, or intake experience preferred

Experience with Google Sheets required

Ability to work U.S. business hours

Reliable high-speed internet connection

Quiet professional working environment

PERFORMANCE METRICS (KPIs)

Callback standards

Log accuracy

Voicemail compliance enforcement

Warm transfer protocol