Analyst Contact Centre

Posting End Date:

April 09, 2025

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

Enbridge Gas Inc. is a Customer Centric organization, and the Customer Care team is at the heart of it. Our organizational culture is driven by the needs of our customers. We strive to continuously focus on improving processes and simplify the customer experience.

We have an exciting opportunity for you to join our Customer Care Operations Support team as an Analyst. In this role, you will provide strategic insights and recommendations to improve our customer experience and operational efficiency. You will be responsible for analyzing contact centre data, preparing reports, building models, and communicating findings to senior management and stakeholders. You will also be involved in long- and short-term forecasting, budgeting, and planning activities, as well as providing recommendations on headcount and resource allocation.

In addition to forecasting, you should have strong analytical, communication, and presentation skills, and proficiency in Excel and other contact centre software. You should be able to work independently and collaboratively and handle multiple projects and deadlines in a fast-paced environment.

We offer opportunities for career development, growing your knowledge and skills, and an exciting career with competitive benefits and pension package including generous time off.

Apply today to this excellent opportunity on our diverse team! #joinourteam

What You Will Do:

• Monitor and evaluate workgroups using real-time and historical data.

• As a team, be an integral part of workload planning and scheduling activities.

• Build, refine, and maintain Call Centre statistical reports using a range of applications. Review data, complete root cause analysis, recommend, and implement solutions.

• Build and maintain daily, weekly & monthly Contact Centre metrics.

• Provide basic on-site technical support for users within the Contact Centres and co-ordinate resolution of larger issues with our technical support teams.

• Participate in Contact Centre projects, including design, planning, and testing, and support for implementation.

• Cover and support the team as needed.

Who You Are:

• Related university degree and previous experience OR a two-year technical diploma with some work experience in an IT and/or Contact Centre environment

• Excellent communication and time management skills.

• Previous Contact Centre workforce management experience.

• Experience with Genesys products including the Pure Connect Suite of Products such as IC Business Manager, Interaction Optimizer, and Interaction Administrator.

• Advanced excel skills (e.g. creating/manipulating pivot tables).

• Proficient with running, exporting, and modifying reports from BI.

• Experience working with Customer Information Systems (CIS).

• Strong interpersonal skills to ensure effective management of relationships with client groups.

• Able to work efficiently independently and in a team environment.

• Dependable and Reliable.

Working Conditions:

• This role is an "in office" opportunity

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [email protected].

Information For Applicants:

• Applications can be submitted via our online recruiting system only.
• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com