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Credit Systems International, Inc.

<div>Omnichannel Operations Manager

Credit Systems International, Inc. &ndash; Fort Worth, TX
Full-Time | High-Impact Leadership | Driving Operational Strategy &amp; Performance 
Position Overview

Own performance. Optimize systems. Turn data into action across every communication channel. 
This role is ideal for someone who thrives on owning performance&mdash;leveraging data, optimizing systems, and continuously improving communication across multiple channels.

Credit Systems International, Inc. is seeking a compliance-driven, data-focused Omnichannel Operations Manager to lead and enhance our communication strategy across voice, SMS/text, email, and emerging platforms. This role combines omnichannel strategy, workforce management, analytics, and technology ownership to drive operational performance and client success in a fast-paced contact center environment. 
Key Responsibilities &amp; Success Outcomes
<ul>
<li>Own and drive performance across all communication channels (voice, SMS, email), improving contact rate, RPC, and overall liquidation results</li>
<li>Lead workforce management strategy, ensuring staffing and scheduling align with demand to maximize collector productivity, coverage, and efficiency</li>
<li>Develop and guide campaign strategies, continuously optimizing outreach to improve right-party contact and payment outcomes</li>
<li>Monitor and analyze KPIs, delivering clear, actionable reporting on RPC, liquidation, contact rate, and operational performance to leadership and clients</li>
<li>Leverage data and speech analytics to identify trends, enhance collector performance, call quality, and compliance outcomes</li>
<li>Oversee communication platforms and vendor partnerships, ensuring system performance, compliance adherence, and continuous improvement</li>
<li>Partner cross-functionally with operations, leadership, and clients to align strategies, while driving process improvements that improve recovery results</li></ul> 


Required Qualifications
<ul>
<li>Bachelor&rsquo;s degree in Business, Analytics, Information Systems, or a related field (or equivalent work experience)</li>
<li>3+ years of experience in contact center operations, omnichannel campaign management, workforce management, or a related field</li>
<li>Experience managing or supporting multi-channel communication strategies (voice, SMS, email, etc.)</li>
<li>Strong experience in data analysis, KPI tracking, and performance reporting</li>
<li>Experience working in a compliance-driven or regulated environment</li>
<li>Proficiency in Microsoft Office, especially Excel</li></ul> 


Preferred Qualifications
<ul>
<li>Experience with dialer platforms (TCN preferred)</li>
<li>Hands-on experience with speech analytics</li>
<li>Experience managing or working with vendor platforms and third-party tools</li>
<li>Strong technical aptitude with the ability to troubleshoot and adapt quickly</li></ul> 


Additional Professional Skills
<ul>
<li>Strong analytical aptitude with the ability to identify issues, interpret data, and implement effective solutions</li>
<li>Ability to work independently while collaborating effectively across cross-functional teams</li>
<li>Ability to adapt quickly in a fast-paced, performance-driven environment</li>
<li>Strong understanding of consumer experience and client expectations in communication strategies</li>
<li>Demonstrated commitment to maintaining industry knowledge and professional development</li>
<li>Ability to comply with data security policies and regulatory requirements</li>
<li>Strong understanding of applicable regulations including FDCPA, TCPA, and related compliance requirements</li></ul> 


Additional Requirements
<ul>
<li>Regular and reliable attendance is required</li>
<li>Occasional travel may be required; travel is infrequent and not a regular part of the role</li></ul> 


About CSII

Credit Systems International, Inc. (CSII) is a nationally recognized Accounts Receivable Management firm headquartered in Fort Worth, TX. Since 1980, we&rsquo;ve delivered consumer-centric solutions across healthcare, utility, and government sectors&mdash;built on a foundation of compliance, integrity, and performance. 


Why Join CSII
<ul>
<li>Medical, Dental, Vision, Life, FSA/DCA, and 401(k)</li>
<li>Paid Holidays, Vacation, and Monthly Flextime Accrual</li>
<li>Employee Discount Programs &amp; Mobile Discounts</li>
<li>Referral Bonus Program</li>
<li>Stable, growing organization with a strong reputation for compliance and performance</li></ul></div>

Omnichannel Operations Manager

Join Credit Systems International, Inc. and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Credit Systems International, Inc.

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Omnichannel Operations Manager