Senior Business Performance Analyst

Enbridge • Salt Lake, UT

1d

About The Position

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.

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.

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior