SEMCO- Sr. Manager, Contact Center & Service Dispatch

Job description

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 reco...