Contact Center Manager

Job Description

Job Description

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.

POSITION QUALIFICATIONS

EDUCATION AND WORK EXPERIENCE

KNOWLEDGE, SKILLS, ABILITIES

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.