Natural Gas Call Center Project Manager - #2990

Bay City, MI / Flint, MI Engineering -- Industrial Commercial Energy Full-time / Hybrid ::: {qa="job-description"} 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. ::: ### Primary Duties and Responsibilities ::: {qa="posting-requirements"} 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, :::