SEMCO- Sr. Manager, Contact Center & Service Dispatch

Job Description

Position Summary

As Senior Manager, Contact Center & Service Dispatch, this role requires a strategic, operations‑focused leader to oversee contact centers for SEMCO and Washington Gas, as well as service dispatch for SEMCO. This position is accountable for delivering exceptional customer support, ensuring efficient and safe dispatch operations, and driving strong performance across both insourced teams and outsourced partners. The Senior Manager leads operational excellence through data‑driven decision‑making, effective team leadership, and a commitment to continuous improvement.

Requirements

• Lead daily operations for the utility contact centers and SEMCO service dispatch, ensuring efficient workflows, appropriate safety prioritization, consistent staffing, and high‑quality service delivery across all customer channels.

• Develop, coach, and support teams by providing clear expectations, ongoing feedback, and professional development opportunities, fostering a culture of collaboration, accountability, and continuous improvement.

• Monitor KPIs and operational metrics, analyze performance trends, identify root causes of issues, and present actionable insights and recommendations to senior leadership.

• Manage escalated customer issues with urgency and professionalism, implementing strategies and process improvements that enhance customer satisfaction, service quality, and first‑contact resolution.

• Oversee vendor and BPO relationships, ensuring SLA compliance, operational alignment, and strong performance from outsourced partners while maintaining effective communication and governance routines.

• Drive process optimization and technology adoption, leveraging tools, data, and industry best practices to streamline operations, enhance the customer experience, and support continuous improvement initiatives.

Qualifications, Skills & Abilities

• Bachelor’s degree in Business, Management, or a related field.

• 7+ years of experience in contact center operations, dispatch or customer operations  

• Experience managing insourced and outsourced teams

• Knowledge of workforce management, dispatch optimization, and customer experience platforms

• Experience managing BPO/vendor performance

• Strong leadership and team management abilities.

• Excellent verbal and written communication skills.

• Strong analytical and decision-making skills.

• Proven ability to lead teams and manage operational performance.

• Commitment to delivering high-quality customer service and improving customer satisfaction.

We offer a competitive salary range of $129,900 to $187,800 per year, commensurate with experience, education, and skills. In addition, we provide a comprehensive benefits package including health insurance, retirement plans, and paid time off. Compensation may vary by geographic location.

The Company values diversity in its workforce and encourages United States military veterans and service members who meet the qualifications to apply 

Why work at AltaGas?

AltaGas is a North American energy infrastructure company with a focus on owning and operating assets that provides affordable energy to our customers. AltaGas assets include Washington Gas/WGL, SEMCO, and Petrogas. Our talented team, nearly 3,000 strong, leverages the strength of our assets and expertise along the energy value chain to connect customers with premier energy solutions – from the well sites of upstream producers to the doorsteps of homes and businesses to new markets around the world.

We deliver affordable natural gas to approximately 1.7 million customers’ homes and businesses through regulated natural gas distribution utilities across four jurisdictions in the United States and two regulated natural gas storage utilities in the United States. Learn more about our team, vision, and strategy.

To learn more about our mission:  https://youtu.be/k1mrKDdsYW8?si=y1k3NOyHxgf4emdL

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For Canadian hires: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.

For U.S. hires