Natural Gas Call Center Project Manager

The Project Manager supports the day-to-day performance of internal and outsourced operations serving gas and electric utility customers. Reporting to the client manager, this role coordinates operational activities, monitors performance, maintains KPI reporting, and supports workforce planning and continuous improvement initiatives.

The Project Manager supports client-facing activities by preparing performance data, reports, dashboards, and follow-up materials. The role may attend client meetings when requested but does not serve as the primary client relationship owner or point of contact. Client communications, strategic discussions, performance presentations, and final commitments remain the responsibility of client manager.

The position helps ensure service-level expectations are met and that customers receive reliable support across applicable operational channels.

The Project Manager identifies operational concerns, communicates performance trends, coordinates approved corrective actions, and escalates significant risks or decisions to the client manager.

* This role is a Wade Trim full-time position, but will spend their time working directly with our client, Consumers Energy.*

• Coordinate day-to-day activities across internal and outsourced operational teams.
• Monitor and report on established service expectations and key performance indicators, including service level, quality, safety, customer satisfaction, productivity, utilization, adherence, and cost performance.
• Maintain performance scorecards, dashboards, operational reports, and action-item tracking.
• Review daily, weekly, and monthly results to identify trends, risks, and improvement opportunities.
• Prepare KPI data, performance summaries, and supporting materials for leadership and client meetings.
• Attend client meetings when requested to provide operational or data support.
• Coordinate approved corrective action plans and track progress through completion.
• Perform root cause analysis on performance gaps, service-level misses, staffing concerns, and cost variances.
• Support recurring operational reviews and governance meetings.
• Support vendor performance monitoring, onboarding, training readiness, and compliance with established procedures.
• Assist with forecasting, capacity planning, scheduling, staffing, adherence, and workforce reporting.
• Monitor workload, staffing coverage, productivity, shrinkage, overtime, and service-level risks.
• Support workforce planning related to seasonality, weather events, outages, system changes, and changing customer demand.
• Identify opportunities to improve workflows, automation, employee tools, quality, productivity, and service delivery.
• Coordinate assigned improvement projects, schedules, deliverables, risks, and action plans.
• Partner with Operations, Workforce Management, Quality Assurance, Training, IT, Finance, People Services, Procurement, and other supporting departments.
• Support quality, training, safety, compliance, data privacy, and customer protection requirements.
• Maintain accurate project documentation, reports, meeting notes, process guides, and performance records.
• Escalate significant client concerns, contractual matters, staffing decisions, budget impacts, scope changes, or strategic issues to the client manager.

• Bachelor’s degree in Business, Operations, Project Management, Analytics, or a related field and two years of experience in project coordination, utility operations, workforce management, vendor support, customer service, or operational reporting. OR 6 years of related experience detailed above.
• Working knowledge of operational KPIs, service expectations, performance reporting, and corrective action tracking.
• Proficiency in Excel and experience developing reports, dashboards, scorecards, and presentations.
• Strong analytical, organizational, written, and verbal communication skills.
• Ability to manage multiple priorities and recognize when issues require leadership escalation.
• A valid driver’s license is required.

• Utility or regulated-industry experience.
• Familiarity with Power BI, Tableau, workforce management systems, or similar platforms.
• Experience supporting internal and outsourced utility operations.
• Knowledge of regulatory reporting, operational quality requirements, and customer satisfaction drivers.
• CAPM, PMP, Lean Six Sigma, or similar project management or process improvement training.
• Strong attention to detail and commitment to reporting accuracy.
• Proactive, analytical, and comfortable working within a defined leadership structure.
• Commitment to supporting a unified culture across internal and outsourced teams: “One Vision. One Team. One Voice.”