Senior Business Performance Analyst

Posting End Date:

Employee Type:

At Enbridge Gas Inc., we're working every day to deliver safe, reliable energy while putting people and communities first. We're looking for a Senior Business Performance Analyst to join our Customer Care Operations team and help strengthen the performance of our contact center operations through data-driven insights, collaboration, and continuous improvement.

In this role, you'll play a key role in ensuring our contact center operations run efficiently and effectively. Your work will directly support customer satisfaction and help us meet or exceed our regulatory and service commitments.

If you're someone who enjoys working with data, solving problems, and collaborating with others to improve how work gets done. You bring curiosity, adaptability, and a customer-focused attitude to everything you do; we'd love to hear from you!

This role is based in Utah and primarily supports North Carolina operations, with backup support for Utah as needed.

• Supporting workforce planning and intraday forecasting using the Verint application.

• Monitoring contact center performance and sharing actionable insights to improve service levels.

• Assisting with long-range forecasting and scheduling to optimize workforce utilization.

• Supporting the implementation and ongoing use of workforce management systems (e.g., Verint).

• Collaborating with internal teams, vendors, and partners to validate call procedures and ensure service quality.

• Documenting processes and ensuring procedures are kept current and clearly communicated.

• Using tools such as Power BI to analyze trends and performance

• Responding to and helping resolve day-to-day operational issues within the contact center.

• A bachelor's degree in business or a related field (preferred).

• 4+ years of related experience in contact center operations, ideally in a utility or regulated environment.

• Experience with workforce management tools such as Verint, Avaya, or similar systems.

• An outstanding understanding of workforce planning and forecasting methodologies.

• Strong analytical and problem-solving skills, with attention to detail.

• Proficiency with Microsoft Office, SharePoint, and data visualization tools (e.g., Power BI).

• The ability to handle multiple priorities and meet deadlines.

• Office-based work environment.

• Occasional travel to other Enbridge offices may be required.

• Flexibility to work overtime or weekends at times to support operational needs.

Only for Enbridge: Internally this role is titled Advisor, Business Performance and is mapped to E420 grade.

Grasping, kneeling, light - moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, typing, sitting, standing, visual requirement (able to see screens, detect colour coding, read fine print), hearing requirement and the ability to work in tight spaces.

Mental Requirements (Both Field & Office) include but are not limited to:

Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, organize thoughts and ideas into understandable terminology, organize and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions and guidelines, complete routine forms, compose letters, outlines, memoranda and basic reports and basic reports and communicate with individuals via telephone.

Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge's FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start or end time, to opt for a compressed workweek schedule or the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option.

• A flexible benefits program that allows each employee to select the level of coverage needed for their family in the areas of health, dental, insurance and disability

• A paid maternity and parental leave benefit that offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents, providing flexibility and support during this important life event

• Valuable retirement savings plans, including a savings plan with company stock as an investment option

• Paid time off/vacation/sick, plus paid personal days off (depending on location), and paid holidays

• An Employee and Family Assistance Program

• A Wellness Program, which focuses on supporting healthier employees by providing tools, resources, and opportunities to improve physical, mental, social, and financial well-being

At Enbridge, we are dedicated to our core value of Inclusion.We are proud to bean Equal Opportunity 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 status, disability, or any other reason protected by federal, state, or local law.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