CSR Team Leader

Secure Information Technology Corp.; Makati; On-site; PHP 558,000 - 781,200; Full time

Job summary

A financial services company in Metro Manila is seeking a highly experienced CSR Team Leader to manage a focused team dealing with sensitive collections accounts. The ideal candidate will have 3–5 years of collections experience and proven leadership capabilities. You will be responsible for mentoring the team, tracking performance metrics, and ensuring compliance with quality standards. This role offers a dynamic work environment in Makati with a focus on results-driven strategies.

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.

Responsibilities

• Lead and motivate a team of Customer Service Representatives/Collectors.
• Conduct coaching sessions and performance reviews.
• Handle escalated customer calls about disputes and compliance inquiries.
• Manage scheduling and workload distribution.
• Analyze performance data and collection trends.
• Implement strategies to improve recovery percentages.
• Track and report on key metrics to senior management.

Skills

Leadership

Communication

Organizational Skills

Data Analysis

Job description

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