Service Command Analyst
Core
Tactical controller of live global travel operations, managing real-time exception handling, SLA recovery, and incident response for a 1,000-agent workforce using AI-driven analytics.
Role type
Senior IC operational command center analyst
Builds
Real-time operational stability and SLA compliance for global business travel
Domain
Travel industry / Workforce Management / AI Operations
Required skills
Workforce Management, Real-Time Operations, Operational Command Center, Omnichannel routing platforms, Data visualization tools, Systems thinking, Incident management
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 flexible operational levers like skill blending and schedule adjustments; Pivot agents between queues based on real-time thresholds; Manage incident response protocols during travel disruptions; Coordinate follow-the-sun handoffs for 24/7 continuity; Collaborate on automation initiatives to eliminate repetitive tasks
Seniority
Mid-level, hands-on IC
