Natural Gas Call Center Project Manager

Primary Duties and Responsibilities

• 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.

Minimum Qualifications

• 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.
• This position requires travel throughout Michigan to internal offices, external partner locations, and operational sites as needed. A valid driver’s license is required.
 

Preferred Qualifications

• 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.”