tripactions · Delhi, IN
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 e …truncated… vigating data visualization tools (e.g., ThoughtSpot , Power BI, Tableau) powered by central data lakes ( Snowflake ). Analytical Agility: Strong systems-thinking ability. You must be able to digest AI-driven recommendations and quickly decide on the optimal operational lever to pull under pressure, adjusting to new scenarios as they arise. Communic…
Sign in to see the original posting
Browse more developer jobs on RoleBurst