Contact Center Manager

Join our Growing Team and see why Summit Utilities, Inc was named as one of the Fastest Growing Denver Area Private Companies 2019 and 2020; Best Places to Work in Maine 2019, 2020, 2021, 2022 and 2023; and Best Places to Work in Arkansas 2020 and 2023, Oklahoma 2022 and 2023 and Missouri 2023. Summit was also recently named one of Forbes 2023 America’s Best Small Employers.

Summit is a growing natural gas utility company providing safe, reliable and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri and Oklahoma. Being part of the Summit team means embracing excellence and innovation, committing to safety each and every day, and doing all that we can to serve each other, our customers and the communities where we live. We aim to bring warmth and energy to everything we do.

We have an exciting opportunity for a Contact Center Manager. This hybrid role will be based in Ft. Smith, Fayetteville, or Little Rock, Arkansas.

Position Summary

The Contact Center Manager leads a high-performing team of 60 customer service professionals, including supervisors, team leads, and representatives, to deliver exceptional service across multiple channels including phone, chat, email, social media, and digital platforms. This role ensures all customer interactions meet or exceed service level agreements, regulatory requirements, safety standards, and company policies while driving operational efficiency and customer satisfaction.

The manager maintains expertise in regulatory compliance, industry best practices, and emerging contact center technologies. They play a key role in shaping the customer experience by contributing to system enhancements, process improvements, and training programs. Responsibilities include developing and implementing policies and procedures, monitoring performance metrics, and taking proactive measures to optimize quality and productivity.

This position also oversees workforce planning, hiring, onboarding, and employee development, fostering a culture of accountability and continuous improvement. The Contact Center Manager collaborates closely with cross-functional teams—including field operations, billing, and IT—to ensure seamless service delivery and effective emergency response protocols. Success in this role requires strategic thinking, strong leadership, and the ability to adapt in a fast-paced, customer-centric environment.

Primary Duties And Responsibilities

• Drive an inclusive, customer-focused environment that promotes teamwork, accountability, and continuous improvement.
• Coach and mentor supervisors and representatives through regular feedback, performance evaluations, and recognition programs that foster excellence and engagement.
• Oversee daily operations to achieve service-level, quality, and productivity goals.
• Monitor key performance metrics (customer satisfaction, first-contact resolution, handle time, adherence) and use analytics to identify trends, forecast demand, and drive process improvements.
• Maintain strict adherence to regulatory, safety, and company standards, ensuring preparedness for emergency response situations (e.g., gas leaks, outages).
• Maximize efficiency through effective use of CRM, IVR, and workforce management tools. Support digital transformation and automation initiatives.
• Lead hiring, onboarding, and workforce planning to meet operational needs. Ensure scheduling aligns with forecasted call volumes and service requirements.
• Partner with billing, field operations, IT, and other departments to deliver seamless customer experiences and resolve complex issues.
• Contribute to leadership projects and special initiatives that advance organizational goals and enhance customer service delivery.
  

Position Qualifications

EDUCATION AND WORK EXPERIENCE

• High school diploma or equivalent work experience required
• College Degree preferred
• At least 3 years of supervisory or managerial experience leading large teams in a fast-paced environment
• Experience in a regulated utility industry is preferred, but candidates with strong leadership and customer service backgrounds from other industries are encouraged to apply.
  
  

Knowledge, Skills, Abilities

• Proficiency in Microsoft Office Suite and ability to navigate CRM, IVR, and workforce management systems
• Knowledge of contact center operations, multi-channel service delivery, and performance metrics
• Familiarity with data analytics, KPI reporting, and trend analysis for operational improvements
• General understanding of billing processes and basic accounting principles.
• Ability to learn and adapt to new technologies and industry-related systems quickly
• Excellent verbal and written communication skills for internal and external interactions
• Strong leadership and coaching skills to develop high-performing teams
• Analytical and problem-solving skills to resolve escalated issues and implement process improvements
• Competence in workforce planning, scheduling, and resource allocation
• Ability to maintain composure and professionalism in high-pressure situations, including emergencies
• Ability to work collaboratively as part of a team and independently when needed
• Flexibility to adapt to changing priorities and think strategically in a fast-paced environment
• Capacity to manage irate or upset customers with empathy and professionalism
• Commitment to delivering exceptional customer service and fostering a positive customer experience
• High attention to detail and accuracy in monitoring compliance, safety, and performance standards
• Ability to lead emergency response efforts and ensure readiness for critical incidents.
  
  

Summit offers competitive pay and medical/dental/vision and other benefits that provide flexibility, choice and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home.

Summit Utilities, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status and will not be discriminated against on the basis of disability or veteran status.