Sr Analyst Customer Contact Process

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Employee Type:

Are you a motivated, co-operative, analytical individual with outstanding problem-solving skills? We are looking for a Sr. Analyst to join our team! Apply today to this excellent opportunity with us.

This role primarily focuses on enhancing and improving the customer contact center experience through process, while operating in a highly collaborative and supportive environment. In this role, you will write, review, and optimize customer facing processes. You will also provide support to the team leads and customer representatives.

If this sounds like an exciting opportunity that aligns with your skills, we'd love to hear from you!

• Oversee the intake of process updates, clarifications, and related requests. Liaise with support teams as required.

• Develop processes and other materials to aid in the effective delivery of related customer experiences. Identify and address any emerging process gaps, issues, and opportunities.

• Cultivate and maintain strong relationships with all key partners using The Process Hub and/or impacting contact center processes, and provide ad hoc support as needed.

• Understand, create, and deliver CIS user documentation and learning materials for all system changes.

• Support preparation of process documentation, huddles and related Customer Care training material as required.

• Develop and support communications to improve Contact Centre delivery.

• Post-secondary education in Business, Communications, or related field with 2-3 years of work-related experience. A combination of related certification and experience may also be considered.

• Advanced communication skills, including verbal, written and presentation.

• Familiarity with business process functions, such as knowledge bases, processes and documentation.

• Strong interpersonal skills with the ability to influence people.

• Analytical approach with strong attention to detail.

• Demonstrated initiative, flexibility, and reliability.

• Advanced problem solving and collaboration skills.

• Ability to work with and provide support to a large number of team members in a diverse and multi-site environment.

• Knowledge of major Customer Care processes, functions, and practices.

• Previous experience with large scale communications.

• SAP, or Customer Information System knowledge considered an asset.

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. #LI-Hybrid

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action 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/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