Intraday & Incident Analyst

Sage; Vancouver; Hybrid; CAD 69,000 - 83,000; Full time

Benefits offered by this job

Health, dental, vision premiums paid

RRSP matching 100% up to 4%

35 days paid time off

18 weeks parental leave

Volunteer days

Tuition reimbursement

Wellness rewards program

Career development resources

Job summary

Sage in Canada is seeking an Intraday and Incident Analyst to react to inbound traffic demands in customer service and coordinate incidents through resolution. This hybrid role requires three days on site at the Sage Vancouver office, supporting short-term forecasts and plans to preserve world-class tNPS while driving revenue opportunities.

The role emphasizes real-time performance management, data interpretation, and close collaboration with Resource & Operational teams to ensure timely

Qualifications

• Experience in real-time performance management within a customer services environment.
• Strong ability to interpret data trends and make quick decisions.
• Proficiency with WFM tools (NICE, Verint, Genesys) and Excel for reporting.

Responsibilities

• Real-time performance management of Customer Services in a multi-region environment.
• Deliver optimum results against planned metrics while balancing customer and business needs.
• Highlight forecast, scheduling, and MI issues and influence changes.
• Resolve deviations by adjusting resources or demand, and communicate incidents to customers.
• Record incidents with severity and drive process improvements and proactive solutions.
• Complete impact analysis on incidents to quantify revenue, staff, or customer impact.

Skills

Real-time monitoring

Analytical thinking

Communication

Stakeholder management

Relationships building

Tools

NICE

Verint

Genesys

Excel

Job description

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 while balancing employee engagement and driving revenue opportunities.

This role is hybrid, three days per week onsite in the Sage Vancouver office.

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

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.
• 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

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, offering proactive insights into CS performance

The compensation offered will be determined by factors such as location, level, job‑related knowledge, education, and experience. Certain provinces in Canada require job postings to include a reasonable estimate of the salary range applicable to the role.

For this role, in those locations, the target salary range for new hires is $69,000 to $83,000.

In addition to base salary, employees will participate in either a bonus plan based on company and individual performance, or a role‑based commission plan. Our Talent Acquisition team will provide details on applicable incentive programs. The range listed is one component of the Sage total compensation package

Plenty of perks:

• 100% paid premiums for health, dental, and vision coverage.
• RRSP contribution match (100% up to 4%).
• 35 days paid time off (11 paid holidays, 16 vacation days, 3 personal days, 5 sick days).
• 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after the start date.
• 5 days paid yearly to volunteer (through Sage Foundation).
• $5,250 tuition reimbursement per calendar year, starting 6 months after the hire date.
• Sage Wellness Rewards Program (annual fitness reimbursement).
• Library of on-demand career development options and ongoing training offerings.

Who is Sage: https://www.sage.com/en-us/company/about-sage/

Life at Sage: https://www.sage.com/en-us/company/careers/

Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be