Service Command Analyst

About the role

Exception response and SLA recovery

• Monitor automated alerts for SLA risks, volume spikes, and average-handle-time anomalies.
• Use operational levers such as skill blending, channel pivots, schedule adjustments, and micro-shift overtime to maintain target SLAs.
• Move agents between queues and assignments according to real-time thresholds and business priorities.

Portfolio and incident control

• Control assigned portfolios during a regional shift and adapt to volume trends across multiple business lines.
• Coordinate follow-the-sun handoffs with international counterparts for continuous global operations.
• Lead responses to travel disruptions, system outages, flight groundings, weather impacts, and natural disasters.
• Issue executive notifications and dynamically reallocate staffing resources to mitigate traveler impact.

Cross-training and collaboration

• Cross-train in forecasting, capacity planning, and basic data intelligence, including ThoughtSpot and AI prompting.
• Work with service intelligence, BI and automation, and service excellence colleagues to identify tasks for automation.

Experience and technical background

• At least 2 years of progressive Workforce Management, Real-Time Operations, or Operational Command Center experience.
• Travel-industry experience is a plus.
• A strong understanding of modern omnichannel routing platforms is required; Genesys Cloud experience is highly preferred.

Data and communication skills

• Familiarity with data visualization tools such as ThoughtSpot, Power BI, or Tableau and data lakes such as Snowflake.
• Strong systems thinking and ability to assess AI-driven recommendations and select operational responses under pressure.
• Strong communication and interpersonal skills, including executive summaries and cross-department coordination.

Technology and operational context