Service Command Analyst

About the role

We have transitioned from a traditional, reactive WFM department into a proactive, AI-powered Resource Orchestration Center (ROC) organization. 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.

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
• 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

What you need

• 2–5 yrs of experience
• Data visualisation
• Power BI
• Snowflake
• Tableau
• Dashboarding
• Incident response
• Any graduate