SEMCO- Sr. Manager, Contact Center & Service Dispatch

AltaGas•Port Huron, MI

About The Position

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

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.

Responsibilities

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.