Service Command Analyst

Job description

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 grou…