Real time Analyst

2 weeks ago


Newcastle, New South Wales, Australia Sage City Full time

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
  1. Real-time performance management of Customer Services in a multi-region, multi-channel environment.
  2. Deliver results against planned metrics, balancing customer, business, and colleague needs.
  3. Highlight issues in forecasting, scheduling, and MI, providing feedback to influence business change.
  4. Resolve deviations from plan through resource adjustments or reducing customer demand.
  5. Communicate incident responses effectively to external customers and coordinate business responses via social media.
  6. Record incidents with severity levels to improve processes, procedures, responses, IVR, and communication, and develop innovative solutions.
  7. Conduct impact analysis on incidents to assess revenue loss, customer or colleague impact, or effects on brand or reputation.
  8. Build relationships with key stakeholders to ensure proper incident response, tracking complexity, decision-making, and communication.
What You'll Bring / Core Skills
  • Real-Time Monitoring: Ability to track queues, agent adherence, and service levels minute-by-minute.
  • Technical Proficiency: Familiarity with WFM tools (e.g., NICE, Verint, Genesys) and Excel.
  • Analytical Thinking: Ability to interpret data trends, make quick decisions, and solve problems.
  • Communication: Clear, timely communication with operations teams to flag risks or suggest adjustments.
Soft Skills
  • Critical Thinking: Quick assessment of situations to choose the best action.
  • Attention to Detail: Ensuring accuracy to prevent service disruptions.
  • Adaptability: Working effectively in a fast-paced environment.
  • Collaboration: Working closely with operations, HR, and payroll teams.
Benefits
  • Competitive base salary and commission structure.
  • Comprehensive health, dental, and vision coverage.
  • Work away scheme for up to 10 weeks a year.
  • Ongoing training and professional development.
  • Paid 5 days yearly to volunteer through Sage Foundation.
  • Flexible work patterns and hybrid working.

This job posting is active and accepting applications.

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