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Natural Gas Call Center Project Manager

Hiring from
United States
Work type
Hybrid
Posted

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What We Offer:
As an employee-owner, you’ll share in the firm’s success through profit sharing, an employee stock purchase plan, and a 401(k) with a company match. You’ll have every opportunity to grow through mentoring, the Wade Trim Leadership Academy, and tuition reimbursement. And because life outside of work matters, we offer paid parental leave, paid holidays, vacation and sick time, and a stewardship day, along with medical, dental, vision, life and disability insurance and an employee assistance program.
About this role:
As a Natural Gas Call Center Project Manager on our Industrial Commercial Energy team, you’ll coordinate daily operations and performance reporting for our utility client Consumers Energy across Michigan. Your work will help customers receive reliable support whenever they need it. You’ll work alongside our client manager and operations, workforce management, and quality assurance teams, with every opportunity to grow your career and share in the firm you help build.

What you'll do:

  • 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
  • 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
  • What you'll bring: (These are the minimum qualifications for this role.)

  • Bachelor’s degree in business, operations, project management, analytics, or a related field and 2+ years of experience in project coordination, utility operations, workforce management, vendor support, customer service, or operational reporting, or 6+ years of related experience
  • Proficiency in Excel
  • Valid driver’s license
  • Nice to have:

  • 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
  • Working knowledge of operational KPIs, service expectations, performance reporting, and corrective action tracking
  • Experience developing reports, dashboards, scorecards, and presentations
  • Ability to manage multiple priorities and recognize when issues require leadership escalation
  • Come grow with us. Apply today and help build the infrastructure your community counts on.
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    About Wade Trim:
    Wade Trim has been developing solutions to complex engineering and planning challenges for a century to deliver water and sewer services to residents and businesses, keep traffic flowing smoothly and safely, treat wastewater and stormwater to protect our waterways, distribute reliable power to customers, and provide community spaces to enjoy. We’re 100% employee-owned, so our 850+ employee-owners share in the firm’s success and help set its direction. Our teams are organized by practice, so you’ll collaborate with experts and leaders across offices and markets. We also invest in new ideas through our Office of Applied Technology and Innovation Hub.
    Wade Trim’s success is shared by the employees that make it happen. Since our beginning, our firm has been 100% employee owned. This cultivates an ownership mindset that benefits our work approach, collaborative culture, and ability to deliver client solutions. We believe employee ownership drives the sustainability and growth of our firm and provides all our employees with opportunities for financial success.
    If you are looking for a challenging and rewarding career in a friendly environment, please submit your resume by visiting the Careers section of our website at http://www.wadetrim.com/careers.
    Wade Trim does not accept unsolicited resumes, candidate profiles, or CVs from third-party recruiters or employment agencies. Any submission made without a valid, signed agreement and an approved engagement request from Wade Trim’s People Services Team will be considered the property of Wade Trim. Wade Trim reserves the right to pursue and hire any candidate submitted through unsolicited means without any financial obligation to the recruiter or agency. A valid agreement can only be signed by the Director of People Services. Resumes or candidate profiles submitted at the request of a Wade Trim employee who is not authorized by the People Services team do not constitute a valid engagement. Recruiters and agencies must have a current, written agreement authorized by the Director of People Services to be considered an approved vendor.
    Wade Trim is an equal opportunity and affirmative action employer. We welcome applicants of every background, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law. If you need a reasonable accommodation at any point in the hiring process, contact us at PeopleServices@wadetrim.com.

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