Service Command Analyst
Core
Tactical controller of live global travel operations, managing real-time exceptions, SLA recovery, and incident response using AI-driven alerts and dashboards.
Role type
Senior IC Service Command Analyst (Workforce Management)
Builds
Maintains SLAs for 1,000-agent global travel operation via real-time operational levers and incident management.
Domain
Travel industry workforce management and real-time operations
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Workforce Management, Real-Time Operations, Operational Command Center, omnichannel routing platforms, data visualization tools, systems thinking, executive communication
Preferred skills
Travel industry experience, Genesys Cloud, Snowflake, ThoughtSpot, AI Prompting, forecasting, capacity planning
Technologies
Genesys Cloud, Snowflake, ThoughtSpot, Power BI, Tableau
Responsibilities
Monitor automated alerts for SLA risks and volume spikes; Execute operational levers like skill blending and schedule adjustments; Manage incident response during travel disruptions; Ensure seamless follow-the-sun handoffs; Collaborate on automation initiatives to eliminate repetitive tasks
Seniority
Mid-level, hands-on IC