What are the responsibilities and job description for the Omnichannel Operations Manager position at CREDIT SYSTEMS INTERNATIONAL, INC.?
Omnichannel Operations Manager
Credit Systems International, Inc. – Fort Worth, TX
Full-Time | High-Impact Leadership | Driving Operational Strategy & 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—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 & Success Outcomes
- Own and drive performance across all communication channels (voice, SMS, email), improving contact rate, RPC, and overall liquidation results
- Lead workforce management strategy, ensuring staffing and scheduling align with demand to maximize collector productivity, coverage, and efficiency
- Develop and guide campaign strategies, continuously optimizing outreach to improve right-party contact and payment outcomes
- Monitor and analyze KPIs, delivering clear, actionable reporting on RPC, liquidation, contact rate, and operational performance to leadership and clients
- Leverage data and speech analytics to identify trends, enhance collector performance, call quality, and compliance outcomes
- Oversee communication platforms and vendor partnerships, ensuring system performance, compliance adherence, and continuous improvement
- Partner cross-functionally with operations, leadership, and clients to align strategies, while driving process improvements that improve recovery results
Required Qualifications
- Bachelor’s degree in Business, Analytics, Information Systems, or a related field (or equivalent work experience)
- 3 years of experience in contact center operations, omnichannel campaign management, workforce management, or a related field
- Experience managing or supporting multi-channel communication strategies (voice, SMS, email, etc.)
- Strong experience in data analysis, KPI tracking, and performance reporting
- Experience working in a compliance-driven or regulated environment
- Proficiency in Microsoft Office, especially Excel
Preferred Qualifications
- Experience with dialer platforms (TCN preferred)
- Hands-on experience with speech analytics
- Experience managing or working with vendor platforms and third-party tools
- Strong technical aptitude with the ability to troubleshoot and adapt quickly
- Familiarity with AI-enabled communication, analytics, or workforce optimization technologies is a plus
Additional Professional Skills
- Strong analytical aptitude with the ability to identify issues, interpret data, and implement effective solutions
- Ability to work independently while collaborating effectively across cross-functional teams
- Ability to adapt quickly in a fast-paced, performance-driven environment
- Strong understanding of consumer experience and client expectations in communication strategies
- Demonstrated commitment to maintaining industry knowledge and professional development
- Ability to comply with data security policies and regulatory requirements
- Strong understanding of applicable regulations including FDCPA, TCPA, and related compliance requirements
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’ve delivered consumer-centric solutions across healthcare, utility, and government sectors—built on a foundation of compliance, integrity, and 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, growing organization with a strong reputation for compliance and performance