Service Command Analyst

About the Role:

We have transitioned from a traditional, reactive WFM department into a proactive, AI-powered Resource Orchestration Center (ROC) organization. Operating as the "Enterprise Brain" of our 1,000-agent, 24/7 global travel operation, we rely on an advanced technology stack—including Genesys Cloud, Snowflake data lakes, ThoughtSpot, and  AI-driven analytics—to automate administrative tasks and empower our human talent. We don't just report on what happened; we engineer outcomes to guarantee our elite service level agreements (SLAs) for our travelers and corporate clients.

As a Service Command Analyst, you are the tactical controller of our live global travel operations. You will step away from traditional, manual processes and spreadsheet updates. Instead, you will operate in a dynamic, exception-based environment. Leveraging real-time, AI-generated alerts and dashboards, you will identify risks before they impact the traveler and execute pre-approved, rapid-response levers to protect the business.

To allow for maximum flexibility and impact, you will not be siloed into a single channel (e.g., "just voice" or "just chat"). Instead, you will act as a Portfolio Owner during your shift, managing the holistic health of adaptable business tiers (such as Core, Designated, Dedicated, and Specialty Travel Desks) and adjusting to operational needs as they evolve in the fast-paced travel industry.

What You'll Do: 

Exception-Based Execution & SLA Recovery

• Monitor automated alerts generated by our Service Intelligence infrastructure indicating SLA risks, volume spikes, or AHT anomalies driven by global travel events.
• Autonomously execute flexible operational levers (e.g., skill blending, channel pivoting, schedule adjustments, or micro-shift overtime) to maintain target SLAs.
• Pivot agents seamlessly between various queues and assignments based on real-time global thresholds and shifting business travel priorities.

Portfolio & Queue Ownership

• Act as the primary operational controller for your assigned portfolios during your regional shift, adapting to volume trends across multiple business lines.
• Ensure highly effective "follow-the-sun" handoffs to your international counterparts to guarantee seamless 24/7 global continuity.

Incident & Disruption Management

• Serve as the tip of the spear during travel and business disruptions (system outages, global flight groundings, weather impacts, natural disasters).
• Command the incident response protocols, issue executive notifications, and dynamically reallocate global staffing resources to mitigate impact on travelers.

Strategic Cross-Training & Collaboration

• Participate in the ROC rotation program, cross-training in forecasting, capacity planning, and basic data intelligence (ThoughtSpot/AI Prompting) to enhance your versatility and eliminate single points of failure.
• Collaborate closely with the Service Intelligence Engineer, BI & Automation Analyst, and Service Excellence Lead to identify repetitive tasks that can be automated out of the Command Center.

What We're Looking For:

• Experience: 2+ years of progressive experience in Workforce Management, Real-Time Operations, or an Operational Command Center environment. (Experience in the travel industry is a plus and highly preferred).
• Technical Proficiency: Deep understanding of modern omnichannel routing platforms; Genesys Cloud experience is highly preferred.
• Data Literacy: Comfort operating in a modern data ecosystem. Familiarity with navigating data visualization tools (e.g., ThoughtSpot, Power BI, Tableau) powered by central data lakes (Snowflake).
• Analytical Agility: Strong systems-thinking ability. You must be able to digest AI-driven recommendations and quickly decide on the optimal operational lever to pull under pressure, adjusting to new scenarios as they arise.
• Communication: Elite communication and interpersonal skills. You will be drafting executive summaries and coordinating rapid responses across multiple global departments.