Job highlights
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
Genesys Cloud experience is highly preferred

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 agile, 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 Were Looking For
Experience: 2+ years of progressive experience in Workforce Management,



Real-Time Operations, or an Operational Command Center environment. (Experience in the travel industry is a plus and highly preferred).
Technical Proficiency: Deep understanding of up-to-date omnichannel routing platforms; Genesys Cloud experience is highly preferred.
Data Literacy: Comfort operating in a contemporary data ecosystem. Familiarity with navigating 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.
Communication: Elite communication and interpersonal skills. You will be drafting executive summaries and coordinating rapid responses across multiple global departments.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Service Command Analyst Bengaluru
🏢 Shorebird Technologies
📍 Bengaluru