Customer Engagement Manager

Customer Engagement Manager

Credit Systems International, Inc. - Fort Worth, TX


Full-Time | Operational Leadership | Data-Driven Performance & Customer Engagement

Position Overview

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.

Key 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

Required Qualifications

• 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

Preferred Qualifications

• 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

Professional Skills

• 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

Additional Requirements

• Regular and reliable attendance is required
• Occasional travel may be required; travel is infrequent and not a regular part of the role

About CSII

Credit Systems International, Inc. (CSII) is a nationally recognized Accounts Receivable Management firm headquartered in Fort Worth, TX. Since 1980, we have delivered consumer-centric solutions across healthcare, utility, and government sectors with a strong focus on compliance, integrity, innovation, and operational performance.

Why Join CSII

• Medical, Dental, Vision, Life, FSA/DCA, and 401(k)
• Paid Holidays, Vacation, and Monthly Flextime Accrual
• Employee Discount Programs & Mobile Discounts
• Referral Bonus Program
• Stable and growing organization with a strong reputation for compliance and performance
• Opportunity to help shape operational strategy and customer engagement initiatives within a forward-thinking organization