CSR Team Leader

3 days ago

Makati, Philippines Secure Information Technology Corp. Full time

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 inquiries related to the specialized collection portfolio. Manage team scheduling, workload distribution, and adherence to company policies and attendance standards. Analyze team performance data, collection trends, and skip‑tracing effectiveness within the assigned collection segment. Implement targeted strategies and scripts to improve contact rates, promise‑to‑pay adherence, and overall recovery percentages for the specific collection amounts. Track and report on key metrics, including aging of receivables, gross and net collection rates, and cost‑to‑collect, presenting findings to senior management. Qualifications 3–5 years of experience in collections. Proven leadership skills with a track record of driving recovery rates. Strong understanding of compliance and quality standards in collections. Excellent coaching, communication, and organizational skills. Ability to analyze data and implement effective collection strategies. Working Location 34th floor, Robinsons Summit Center, 6783 Ayala Ave, Makati City, 1200 Metro Manila, Philippines. If the position requires you to work overseas, please be vigilant and beware of fraud. Important Safety Notice Withholds your ID Requires you to provide a guarantee or collects property #J-18808-Ljbffr

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