Real-Time Incident & Performance Analyst (Hybrid)

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

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