Service Command Analyst
Job description
About the role
We are actively seeking a Service Command Analyst to join our transformed Resource Orchestration Center (ROC), which serves as the Enterprise Brain for our 24/7 global travel operation. In this role, you will move beyond reactive, manual WFM tasks and instead leverage an advanced technology stack, including Genesys Cloud, Snowflake, ThoughtSpot, and AI-driven analytics, to engineer outcomes rather than simply report on them. You will own the tactical control of live global travel operations, using real-time, exception-based alerts and dashboards to identify risks before they impact travelers. You will not be confined to a single channel; instead, you will act as a Portfolio Owner, managing the holistic health of adaptable business tiers such as Core, Designated, Dedicated, and Specialty Travel Desks. This position offers maximum flexibility and impact, allowing you to dynamically adjust to the evolving needs of the fast-paced travel industry.
Key facts
What you'll do
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 such as skill blending, channel pivoting, schedule adjustments, or micro-shift overtime to maintain target SLAs without delay.
Pivot agents seamlessly between various queues and assignments based on real-time global thresholds and shifting business travel priorities.
Act as the primary operational controller for your assigned portfolios during your regional shift, adapting to volume trends across multiple business lines to ensure continuity.
Ensure highly effective "follow-the-sun" handoffs to your international counterparts to guarantee seamless 24/7 global continuity and alignment.
Serve as the tip of the spear during travel and business disruptions, including system outages, global flight groundings, weather impacts, and natural disasters.
Command incident response protocols, issue executive notifications, and dynamically reallocate global staffing resources to mitigate impact on travelers and protect service levels.
Participate in the ROC rotation program, cross-training in forecasting, capacity planning, and basic data intelligence using ThoughtSpot and AI Prompting to enhance your versatility.
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.
Leverage data visualization tools such as ThoughtSpot to interpret AI-driven recommendations and translate them into immediate operational actions.
Maintain strict adherence to pre-approved rapid-response levers to ensure consistent execution under pressure and protection of business outcomes.
Continuously refine your understanding of global travel patterns to anticipate disruptions and adjust resource allocation proactively.
Act as a strategic partner to internal stakeholders by providing clear, data-backed insights into operational performance and SLA adherence.
Drive continuous improvement by documenting best practices and sharing learnings from incident management and exception-based execution.
Requirements
You must possess a minimum of 2+ years of progressive experience in Workforce Management, Real-Time Operations, or an Operational Command Center environment.
Experience within the travel industry is considered a plus and is highly preferred for this role.
You must demonstrate deep technical proficiency with modern omnichannel routing platforms, with a strong preference for Genesys Cloud expertise.
You must be comfortable operating within a modern data ecosystem and navigating complex data environments, including familiarity with data visualization tools like ThoughtSpot and central data lakes such as Snowflake.
You must have strong systems-thinking and analytical agility to digest AI-driven recommendations and quickly decide on the optimal operational lever to pull under pressure.
You must be able to adapt to new scenarios, adjust strategies in real-time, and manage multiple priorities in a dynamic, high-stakes environment.
You must have the ability to interpret automated alerts and translate them into immediate, effective actions that protect service levels.
You must be capable of executing incident management protocols and coordinating global resources efficiently during high-impact disruptions.
Practical notes
The role operates within a dynamic, global environment where flexibility and rapid response are essential. You will be expected to work shifts that may vary based on operational demand, including extended hours during peak travel periods or incidents. While the position is based in Delhi, India, alignment with global teams requires availability during overlapping business hours to ensure seamless coordination. Travel requirements are not anticipated as part of this role, but readiness to respond to operational escalations at any time is critical. Visa sponsorship details are not provided, and candidates must ensure they have the right to work in India. Deadlines for application review are not specified, so interested candidates should submit their materials as soon as possible to be considered for this fast-moving operational role. This position is ideal for individuals who thrive in high-pressure, data-driven environments and are passionate about leveraging technology to protect service excellence at scale.