Sustainability Analyst supporting carbon footprint reduction strategies across global operations. Collaborating on carbon reduction goals aligned with environmental commitments at Hewlett Packard Enterprise.
About the role
- Senior Business Performance Analyst enhancing contact center operations through data-driven insights and collaboration at Enbridge. Supporting performance improvements and customer satisfaction to meet regulatory service commitments.
Responsibilities
- 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
Requirements
- 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
Benefits
- 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
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