Posting End Date:

April 30, 2024

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.

One of the key components to our successful operations is our Analyst Contact Centre Operations Support role, who is responsible for ensuring the effective and efficient operation of the Contact Centre while maintaining a positive work environment.

This role provides that opportunity through real-time monitoring of queues, reporting, analysis, and scheduling. If you are knowledgeable in many aspects of call centre operations, have a strong attention to detail, and a proven track record of delivering excellence each and every day, then this role is for you!

*Note: We are currently recruiting for two positions.

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 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 (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) . 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 careers@enbridge.com .

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

Current Enbridge Contractor

If you are a current Enbridge contractor and looking to apply to a posted position, please click on the link below.

Find Jobs (http://wd3.myworkday.com/enbridge/d/task/1422$4691.htmld)

Life Takes Energy

When the energy you invest in life meets the energy we fuel it with, beautiful things happen.

That’s because our energy fuels yours in hundreds of meaningful ways – and in ways you might never have imagined. We don’t cook your holiday dinners. Or drive the kids to skating practice. But we do help provide the energy that makes all these things possible. Enbridge brings you more than just energy. The products we deliver are part of everyone’s quality of life. Ours is the energy that makes a house a home. The energy that moves our economy. The energy that makes life more convenient and more connected. We understand that your life takes energy. And we are proud to bring it to you.

Learn more: https://www.enbridge.com/about-us