- Coordinates maximum coverage within the assigned group to ensure completion of daily tasks
- Reviews processes for efficiency and makes process updates and improvements
- Creates and implements strategy to ensure performance objectives are met
- Participates in the interviewing and hiring process
- Provides coaching and development feedback
- Issues corrective actions/terminations as necessary
- Conducts monthly / annual performance reviews with direct reports
- Responds to and works to resolve agent concerns in a timely manner
- Handles escalated calls
- Motivates staff and maintains a team atmosphere
- Follows all rules set forth in the Employee Handbook and leads by example
- Ensures all work is performed in compliance with Company Policies, client mandates as well as local, state and federal collections laws and regulations
QUALIFICATIONS:
- High school diploma, GED, or equivalent required
- 2 years of collections experience
- 1-year collections lead experience
- Excellent oral and written communication skills
- Strong leadership skills
- Knowledge of FDCPA and state laws
- Ability to change direction as needed in order to meet the needs of customers; both internal and external
- Works well under pressure to assist where required in meeting critical deadlines
- Capable of maintaining the confidentiality
Transparency and Privacy
We value your privacy and will handle your information with the utmost care. See our Privacy Statement.
What We Do
We are a global customer support partner delivering high-touch, omnichannel CX solutions for brands of all sizes. With operations across the USA, Mexico, Guatemala, Belize, Colombia, and the Philippines, cxperts provides scalable, cost-efficient onshore, nearshore and offshore support without compromising quality.
As a trusted extension of every brand we represent, we deliver expert customer support tailored to your industry—whether eCommerce, healthcare, BFSI, or other key verticals. Our team brings deep domain expertise, operational agility, and a relentless focus on satisfaction, one interaction at a time.
What sets us apart:
✓ Industry-specialized CX services
✓ Bilingual, culturally aligned agents
✓ Commitment to performance and consistency
✓ Rapid scalability and flexible support models
Let cxperts be your edge in today’s experience-driven market.
Learn more at www.cxperts.us
