Natural Gas Call Center Project Manager #2990
Job Location:
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
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.
- 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.
- Bachelors 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.
- This position requires travel throughout Michigan to internal offices external partner locations and operational sites as needed. A valid drivers 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.
Required Experience:
IC
About Company
At Wade Trim, we are committed to maximizing the value of your infrastructure investment. For nearly a century, we’ve been solving complex engineering challenges to create stronger communities.
