Real time Analyst
2 weeks ago
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 results against planned metrics, balancing customer, business, and colleague needs.
- Highlight issues in forecasting, scheduling, and MI, providing feedback to influence business change.
- Resolve deviations from plan through resource adjustments or reducing customer demand.
- Communicate incident responses effectively to external customers and coordinate business responses via social media.
- Record incidents with severity levels to improve processes, procedures, responses, IVR, and communication, and develop innovative solutions.
- Conduct impact analysis on incidents to assess revenue loss, customer or colleague impact, or effects on brand or reputation.
- Build relationships with key stakeholders to ensure proper incident response, tracking complexity, decision-making, and communication.
- 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.
- 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.
- 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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