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Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
This role owns the recovery of IT assets — laptops, headsets, peripherals, secure tokens, and related hardware — from departing employees and agents across a distributed, largely work-at-home BPO workforce.
It is an operational leadership role. You will run the end-to-end recovery process, meet recovery-rate and cycle-time targets, tighten the offboarding handoff between HR, Payroll, and IT, and bring fresh thinking to one of the leakiest stages of the asset lifecycle. Success is measured by how much hardware comes back, how quickly, and at what cost — while every action stays compliant with applicable employment law.
Key Responsabilities:
Recovery Operations
Manage the full asset-recovery workflow for leavers — voluntary, involuntary, and no-show / abandonment cases — across the work-at-home and on-site workforce.
Coordinate reverse logistics: pre-paid return kits, courier pickups, drop-off options Track every device from the separation trigger to physical receipt, and drive down the in-transit and unaccounted population.
Handle escalations for non-returners, damaged or incomplete returns, and disputed cases.
Alignment with IT Asset Management Work directly with the ITAM team and their tooling to keep asset status, assignment, and disposition accurate in real time.
Reconcile recovered assets against the asset register; ensure returns are checked in.
Close the loop with MDM / endpoint tools (Intune) for remote lock.
Coordinate for On-boarding & Offboarding process related to Assets.
Own the IT portion of the offboarding runbook, integrated tightly with the HRIS separation trigger so recovery starts on day zero.
Build the recovery clock into the exit process — final-pay coordination, return deadlines, and reminder cadence.
Reduce leakage at the source through deposit or pledge models, right-sized issuance, BYOD trade-offs, and stronger acknowledgement at the point of asset assignment.
Innovation & Continuous Improvement
Introduce innovative, cost-effective recovery approaches — self-service return portals, gamified and early-return incentives, automated multi-channel reminders, geofenced device tracking, buy-back and settlement options, and vendor-managed recovery-as-a-service where it pencils out.
Use data to surface patterns — which sites, roles, tenure bands, or vendors drive the most loss — and target interventions accordingly.
Legal & Compliance
Ensure all recovery actions — final-pay handling, deductions, communications, and any collections — comply with applicable federal, state, and local law across the jurisdictions where the workforce sits.
Partner with Legal and HR on non-return escalation paths, settlement letters, and when (and when not) to pursue formal collection.
Reporting
Produce recovery dashboards and KPIs for leadership: recovery rate, cycle time, cost per recovery, value recovered versus written off, and aging of open cases.
Attributes & Attitude
Proactive and results driven, with strong ownership, sound judgment, and attention to detail. Able to handle sensitive employee situations with professionalism and discretion, coordinate effectively across HR, Payroll, IT, and Legal, and use data to solve problems and improve asset recovery processes.
Knowledge & Experience
5+ years of experience in IT asset management, reverse logistics, endpoint operations, or offboarding, including direct experience in a BPO / contact-centre or large distributed work-at-home environment.
Proven track record of measurably improving asset recovery rates and reducing write-offs at scale (thousands of endpoints, high-attrition environments).
Hands-on experience with at least one enterprise ITAM / CMDB platform, and comfort working alongside MDM / endpoint-management tools.
Excellent cross-functional coordination skills — able to move HR, Payroll, IT, and Legal in the same direction.
Data-literate, comfortable in Excel and BI tools building reconciliation and KPI reporting.
Compensation & Benefits:
The anticipated base salary range for this remote position is $70,000. In addition, Everise provides benefits including medical coverage, dental, vision, disability, 401k, and paid time off. Depending on the specific role, compensation may also include commission earnings and other benefit programs. The actual compensation package may vary based on factors such as skill set, experience level, and candidate's location.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.