CSR Team Leader

Job Description

We are seeking a highly experienced and results‑driven CSR Team Leader to manage and motivate a team focused specifically on the sensitive area of collections accounts (e.g., high‑value, high‑risk, or particular portfolio segment accounts). The ideal candidate must have a minimum of 3–5 years of experience in collections, with proven leadership skills to drive recovery rates while maintaining strict adherence to compliance and quality standards.

Key Responsibilities

• Lead, coach, and motivate a team of Customer Service Representatives/Collectors specializing in specific high‑value or complex collection accounts.
• Conduct daily performance monitoring, weekly one‑on‑one coaching sessions, and regular performance reviews to ensure the team meets aggressive recovery and quality targets (KPIs).
• Handle escalated customer calls, particularly those concerning dispute resolution, payment arrangements, or legal/compliance ...