Semco- Sr. Manager, Contact Center & Service Dispatch

801

Base: $129,900 to $187,800 py; bonus/equity: incen...
7+ years contact center operations experience
Manage insourced and outsourced teams
Workforce management and dispatch optimization
This role requires a strategic leader to oversee contact centers for SEMCO and Washington Gas as well as service dispatch operations

Job Summary

  • This role requires a strategic leader to oversee contact centers for SEMCO and Washington Gas as well as service dispatch operations.
  • The position is accountable for delivering exceptional customer support while ensuring efficient and safe dispatch workflows across all channels.
  • Candidates will manage escalated customer issues and oversee vendor relationships to ensure SLA compliance and strong performance from outsourced partners.

Matching Summary

This role requires a strategic leader to oversee contact centers for SEMCO and Washington Gas as well as service dispatch operations.

Salary

Base: $129,900 to $187,800 per year; Bonus/Equity: Incentive bonus plans available; Benefits: Health insurance, retirement plans, paid time off, 401K matching

Skills & Requirements

Must-have

  • 7+ years contact center operations experience
  • Manage insourced and outsourced teams
  • Workforce management and dispatch optimization
  • BPO vendor performance management
  • Data-driven decision making and KPI monitoring

Nice-to-have

  • Strong leadership and team coaching abilities
  • Commitment to continuous improvement culture
  • Excellent verbal and written communication skills
  • Experience with customer experience platforms

Key Requirements

  • Bachelor's degree in Business or related field
  • 7+ years of experience in contact center or dispatch operations
  • Proven ability to lead teams and manage operational performance

Work Rights

Not specified

Tailored Resume

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