Service Command Analyst

Navan; Delhi; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Navan is transforming its 24/7 travel operations with an AI-powered ROC and real-time analytics. As a Service Command Analyst you will be the tactical controller of live global operations, using AI alerts and dashboards to pre-empt risk and rapidly reallocate resources to protect travelers and clients.

You will own portfolios across multiple desks, ensure follow-the-sun handoffs, and coordinate across global teams.

Qualifications

• 2+ years of progressive experience in Workforce Management, Real-Time Operations, or an Operational Command Center.
• Experience in the travel industry is a plus.
• Deep understanding of omnichannel routing platforms; Genesys Cloud experience is highly preferred.
• Data literacy with visualization tools (ThoughtSpot, Power BI, Tableau) powered by Snowflake data lakes.
• Analytical agility: digest AI-driven recommendations and act quickly under pressure.
• Elite communication and interpersonal skills for executive summaries and rapid cross-department coordination.

Responsibilities

• Monitor SLA risks and anomalies via automated alerts from the Service Intelligence infrastructure.
• Autonomously adjust staffing levers to maintain target SLAs.
• Pivot agents between queues based on real-time thresholds and shifting travel priorities.
• Serve as the primary operational controller for assigned portfolios with follow-the-sun handoffs to international counterparts.
• Lead incident response during disruptions and reallocate global staffing resources to mitigate impact on travelers.
• Participate in ROC rotation for cross-training in forecasting, capacity planning, and data intelligence.

Skills

WFM experience

Real-Time Ops

SLA management

Tools

Genesys Cloud

ThoughtSpot

Power BI

Tableau

Snowflake

Job description

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 events.
• Autonomously execute flexible operational levers (e.g., skill blending, channel pivoting, schedule adjustments, or micro-shift overtime) to maintain target SLAs.
• 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.
• Ensure highly effective "follow-the-sun" handoffs to your international counterparts to guarantee seamless 24/7 global continuity.

Incident & Disruption Management

• Serve as the tip of the spear during travel and business disruptions (system outages, global flight groundings, weather impacts, natural disasters).
• Command the incident response protocols, issue executive notifications, and dynamically reallocate global staffing resources to mitigate impact on travelers.

Strategic Cross-Training & Collaboration

• Participate in the ROC rotation program, cross-training in forecasting, capacity planning, and basic data intelligence (ThoughtSpot/AI Prompting) to enhance your versatility and eliminate single points of failure.
• 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.

What We're 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 modern omnichannel routing platforms; Genesys Cloud experience is highly preferred.
• Data Literacy: Comfort operating in a modern 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.