Enbridge

Senior Business Performance Analyst

Enbridge

full-time

Posted on:

Location Type: Hybrid

Location: Salt Lake City • North Carolina • Utah • United States

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Job Level

Senior

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce planningintraday forecastinglong-range forecastingschedulinganalytical skillsproblem-solving skillsattention to detail
Soft Skills
collaborationcommunicationorganizational skillsability to handle multiple prioritiesability to meet deadlines