Job Details: Incident and Intraday Analyst
Full details of the job.
Job Title
Incident and Intraday Analyst
Job Description
As an Intraday and Incident Analyst, you'll be responsible for maintaining smooth customer service operations. You will respond to real-time changes in inbound traffic and coordinate incident management to resolution. Collaborating with Resource and Operations teams, you will help deliver short-term forecasts and plans to enhance customer access, improve tNPS scores, and create positive experiences for both customers and staff, while supporting revenue growth.
This is a hybrid role, involving 3 days in the office and 2 days remote, based in Newcastle.
Key Responsibilities
* Manage real-time performance of Customer Services across multiple regions and channels.
* Achieve planned metrics while balancing customer needs, business goals, and team welfare.
* Identify and report issues related to forecasting, scheduling, and MI, providing feedback for business improvements.
* Resolve deviations from plans by adjusting resources or reducing customer demand.
* Effectively communicate incident responses to external customers and coordinate business responses via social media.
* Document incidents with severity levels to improve incident management processes and communication channels.
* Perform impact analysis on incidents to assess revenue loss, customer or employee impact, and brand reputation.
* Build relationships with key stakeholders to ensure effective incident response, tracking complexity, and clear communication.
Core Skills and Qualifications
* Proficiency in real-time monitoring of queues, agent adherence, and service levels.
* Experience with WFM tools (e.g., NICE, Verint, Genesys) and Excel for reporting and analysis.
* Strong analytical skills for interpreting data trends and making quick decisions.
* Excellent communication skills for coordinating with operations teams.
Soft Skills
* Critical thinking and quick decision-making.
* Attention to detail to prevent service disruptions.
* Adaptability in fast-paced environments.
* Collaborative mindset working with various teams.
Benefits
* Competitive salary and commission.
* Comprehensive health, dental, and vision coverage.
* Work away scheme for up to 10 weeks annually.
* Ongoing training and professional development.
* Paid volunteering days through Sage Foundation.
* Flexible and hybrid working arrangements.
Join Sage and support millions of SMBs worldwide with innovative technology. Recognized as a 2024 Best Place to Work by Glassdoor, we value diversity and innovation. Learn more about us at sage.com/en-gb/company/careers/working-at-sage/ and watch our culture video here. We welcome applicants from all backgrounds. For support in applying, contact .
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