What are the responsibilities and job description for the SEMCO- Sr. Manager, Contact Center & Service Dispatch position at AltaGas?
Position Summary
As Senior Manager, Contact Center & Service Dispatch, this role requires a strategic, operationsfocused 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 datadriven decisionmaking, 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 highquality 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 firstcontact 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?
AltaGasis 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, nearly3,000strong, 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 approximately1.7 million customers' homes and businesses through regulated natural gas distribution utilities acrossfour 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
#LI-JH1
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: WGL/SEMCO/AltaGas offers a total rewards package that includes competitive pay, incentive bonus plans, holiday pay, 401K matching and a wide array of benefits. These benefits including medical, dental and vision coverage are designed to help you and your family stay healthy. We also have paid time off (PTO) to balance the demands of your work and personal life. Available benefits vary depending upon the specifics of the role.
U.S. affiliates of AltaGas are committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, ethnicity, religion, gender, age, national origin, marital status, sexual orientation, gender identity, family responsibilities, matriculation, physical or mental disabilities, political affiliation, genetic information, status as a protected veteran or any other characteristic protected by federal, state, or local law.
Salary : $129,900 - $187,800