SAGE

Job Title

Intraday & Incident Analyst

Job Description

The Intraday and Incident Analyst is responsible for reacting to demands of inbound traffic in customer service whilst coordinating customer or business impacting incidents through to resolution. The role is essential in supporting the Resource & Operational teams to ensure that short-term forecasts and short-term plans are delivered to give our customers outstanding access levels to return a world class tNPS score whilst balancing employee engagement and driving revenue opportunities.

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

Skills:

• Excellent communication skills, both verbal and written and highly organized.
• Experience or knowledge of Realtime or Workforce Management

Plenty of perks:

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)
• Comprehensive health, dental and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
• 5 days paid yearly to volunteer (through Sage Foundation)
• $5,250 tuition reimbursement per calendar year starting 6 months after hire date
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
• Library of on-demand career development options and ongoing training offerings

What it’s like to work at Sage:

Careers homepage - https://www.sage.com/en-us/company/careers/

Glassdoor reviews - https://www.glassdoor.com/Reviews/Sage-Reviews-E1150.htm

LinkedIn page - https://www.linkedin.com/company/sage-software

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Function

Customer Operations

Country

United States

Office Location

Lawrenceville

Work Place type

Hybrid

Advert

Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.

Learn more about working at Sage: sage.com/en-us/company/careers/working-at-sage/

Watch a video about our culture: youtube.com/watch?v=h1-vs3zIpnc

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at careers@sage.com.

Learn more about DEI at Sage: sage.com/en-us/company/careers/diversity-equity-and-inclusion/