Customer Engagement Manager

CREDIT SYSTEMS INTERNATIONAL, INC.•Fort Worth, TX

2d•Onsite

About The Position

Credit Systems International, Inc. (CSII) is seeking a strategic, data-driven Contact Center Operations Manager to lead and optimize communication performance across voice, SMS, email, and emerging customer engagement channels. This role serves as the operational lead for communication strategy, workforce optimization, and channel performance within our contact center environment. The ideal candidate thrives in a fast-paced environment and is passionate about improving operational efficiency, customer engagement, compliance, and overall performance through analytics, technology, and continuous process improvement. This position will also help shape the future of customer communication through data-driven strategies, workforce optimization, and emerging AI-enabled technologies.

Requirements

Bachelor’s degree in Business, Analytics, Information Systems, or a related field preferred (or equivalent work experience)
3+ years of experience in contact center operations, workforce management, campaign operations, customer engagement, or related operational leadership roles
Experience supporting multi-channel communication strategies, including voice, SMS, and email
Strong analytical and problem-solving skills with experience interpreting operational data and KPIs
Experience working within a regulated or compliance-focused environment
Advanced proficiency in Microsoft Office, particularly Excel
Regular and reliable attendance is required

Nice To Haves

Experience with dialer or contact center platforms (TCN preferred)
Experience with workforce management tools and operational forecasting
Hands-on experience with speech analytics or communication analytics platforms
Experience managing vendor platforms or third-party operational tools
Strong technical aptitude with the ability to troubleshoot systems and adapt quickly
Familiarity with AI-enabled communication, analytics, or workforce optimization technologies
Strong analytical mindset with the ability to interpret data and implement operational improvements
Ability to work independently while collaborating effectively across cross-functional teams
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
Understanding of customer engagement strategies and operational performance expectations
Commitment to continuous learning, process improvement, and operational excellence
Strong communication and presentation skills

Responsibilities

Lead and optimize communication performance across voice, SMS, email, and digital outreach channels
Develop and execute communication and campaign strategies designed to improve contact rates, right-party contact, and recovery performance
Partner with workforce management teams to align staffing and scheduling with operational demand and communication volume
Monitor and analyze operational KPIs, including contact rate, RPC, recovery performance, productivity, and channel effectiveness
Deliver clear and actionable reporting insights to leadership and clients
Utilize analytics and speech analytics tools to identify trends, improve collector performance, enhance customer experience, and support compliance initiatives
Oversee communication platforms and vendor relationships to ensure operational effectiveness, system performance, and continuous improvement
Collaborate cross-functionally with operations, leadership, analytics, and client teams to improve communication strategies and operational outcomes
Identify opportunities for automation, workflow optimization, and AI-enabled enhancements to improve efficiency and customer engagement
Support and maintain adherence to regulatory and company compliance standards, including FDCPA, TCPA, and data security requirements