Onboarding Co-ordinator

Posting End Date:
March 17, 2024

Employee Type:
Regular-Full time

Union/Non:
This is a non-union position

With over 3.9 million customers across Ontario, our Contact Centre is always ready to answer any questions related to natural gas services

The Onboarding Coordinator supports an effective and efficient operation of the Contact Centre in the Niagara region while maintaining a positive work environment by working closely with multiple teams to ensure new and existing team members have what they need to serve our customers

In addition to onboarding, this role supports our Workforce Planning and Support team with real-time monitoring of queues, reporting, and scheduling.

If you are familiar with contact centre operations, are detail orientated, can communicate effectively across multiple channels, and have a proven track record of delivering excellence each and every day, then this role is for you

We offer opportunities for career development, growing your knowledge and skills, and an exciting career with competitive benefits and pension package including generous time off.

What You Will Do:

• Assist and coordinate with management, the training group, workforce planning and support, with the onboarding of new employees and role changes of existing employees.
• Be an integral part of workload planning and scheduling of activities.
• Monitor and evaluate workgroups using realtime and historical data.
• Build, maintain, and analyze daily, weekly, & monthly Contact Centre metrics.
• Provide basic onsite technical support for users within the Contact Centres and coordinate resolution of larger issues with our technical support teams.
• Participate in Contact Centre projects, including design, planning, and testing, and support for implementation.
• Cover and support the team as needed.

Who You Are:

• Related university degree and previous experience OR a twoyear technical diploma with some work experience in an IT environment
• Excellent communication and time management skills.
• Previous Contact Centre workforce management experience.
• Experience with Genesys products including the Pure Connect Suite of Products such as IC Business Manager, Interaction Optimizer, and Interaction Administrator.
• Advanced excel skills (e.g. creating/manipulating pivot tables).
• Proficient with running, exporting, and modifying reports from BI.
• Experience working with Customer Information Systems (CIS).
• Strong interpersonal skills to ensure effective management of relationships with client groups.
• Able to work efficiently independently and in a team environment.
• Dependable and Reliable.

Working Conditions:

• This is an "in office" opportunity

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

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.

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