Job Description

As an Intraday and Incident Analyst, you'll be at the heart of keeping our customer service running smoothly. You'll react to real-time changes in inbound traffic and coordinate any customer or business-impacting incidents through to resolution. In this role, you'll work closely with our Resource and Operations teams to deliver short-term forecasts and plans that help us provide outstanding customer access, achieve world-class tNPS scores, and create a positive experience for our people -- all while helping drive revenue opportunities.




This is a Hybrid role 3 days in office 2 days at home




Location - Newcastle

Key Responsibilities

- Real-time performance management of Customer Services in a multi-region, multi-channel environment




- Deliver optimum results against planned metrics, whilst balancing both the needs of the customer, the business, and colleagues




- Highlight any daily issues of forecasting, scheduling, and MI by providing feedback to influence business change




- Resolve deviations from plan through movement of resource or reduction of customer demand




- Communicate appropriate incident responses via the most effective channels to external customers and co-ordinate the business response during an issue via social media channels




- Record all incidents along with severity to ensure we are always ready to react to incidents and continually improving on processes, procedures, responses, IVR and communication along with creating new innovative solutions




- Complete full impact analysis on all incidents to quantify any loss of revenue, colleague or customer impact or any impact to business brand or reputation




- Develop relationships with key stakeholders in the business to ensure we are reacting to all incidents, tracking the level of complexity, driving decisions and communicating to customers and colleagues






What You'll Bring / Core Skills




- Real-Time Monitoring: Ability to track queues, agent adherence, and service levels minute-by-minute.




- Technical Proficiency: Comfort with WFM tools (e.g., NICE, Verint, Genesys) and Excel for reporting and analysis.




- Analytical Thinking: Strong skills in interpreting data trends, making quick, informed decisions & strong problem solving skills.




- Communication: Clear and timely communication with operations teams to flag risks or recommend adjustments.










Soft Skills




- Critical Thinking: To assess situations quickly and choose the best course of action.




- Attention to Detail: Small errors can lead to big service disruptions.




- Adaptability: Working in fast paced conditions.




- Collaboration: Works closely with operations, HR, and sometimes even payroll teams.










- Competitive base salary and commission structure


- Comprehensive health, dental and vision coverage


- Work away scheme for up to 10 weeks a year


- On-going training and professional development


- Paid 5 days yearly to volunteer through our Sage Foundation


- Flexible work patterns and hybrid working






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