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.*