Onboarding Co-ordinator

15 hours ago

St Catharines, Canada Enbridge Full time

**Posting End Date**:
May 02, 2025

**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 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 center operations, are detail orientated, can communicate effectively across multiple channels, and have a proven track record of delivering excellence each 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 real-time and historical data.
- Build, maintain, and analyze daily, weekly, & monthly Contact Centre metrics.
- Provide basic on-site technical support for users within the Contact Centres and co-ordinate 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 two-year 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.

**Flex work**:
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 and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options. #LI-Hybrid #topemployer

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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