CSR Team Leader

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:

Team Leadership & Coaching

• 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.

Performance Management & Collections Strategy

• 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.

This role is critical to our financial health and requires a leader who can balance aggressive collection targets with an ethical, compliant approach. We offer a competitive base salary plus performance-based bonuses, comprehensive benefits, and a clear path for professional development.