AI-Driven CX Workflow & Capacity Lead

Amazon; Bogotá ciudad; On-site; COP 122,760,000 - 200,880,000; Full time

Job summary

Amazon Operation Services Colombia S.A.S. in Bogotá seeks a senior Labor Business Analyst to own end-to-end workflow planning across multiple CS sites and geographies.

You will lead a team of analysts, translate forecasts into staffing plans, and drive AI-enabled transformation to improve scheduling and service levels. Based in Bogotá, you will partner with CS Operations, Capacity Planning, Finance, Training, and PxT to optimize capacity, manage risk, and deliver cost efficiency while mentoring

Qualifications

• 4+ years of people management experience.
• Bachelor's degree or equivalent in BI, finance, engineering, statistics, computer science, mathematics or equivalent quantitative field.
• Experience building optimization models using Advanced Excel.
• Experience in Project/Program management.
• 2+ years of workflow experience.
• 5+ years of workflow experience (preferred).

Responsibilities

• Capacity Plan Execution: translate forecasted staffing into optimized CSA shift schedules across sites and time zones; monitor staffing vs plan daily and take corrective action.
• Schedule Management and Staffing Alignment: coordinate site-staffing needs, headcount reporting, shift rotation, cross-training, and ramp integration.
• KPI Ownership and Performance Reporting: analyze and report site performance metrics (Shr = Shrinkage, AHT, PTL) daily/weekly/monthly.
• CSA Wellness and Occupancy Management: monitor occupancy, schedule density, breaks adherence, and re-balance workload to sustain workforce health.
• Process Improvement and AI Transformation: evaluate processes and drive AI-enabled automation for scheduling workflows.
• Stakeholder Partnership and Risk Mitigation: work with CS Ops, Capacity Planning, Finance, Training, and PxT to mitigate capacity risks.
• Team Leadership and Talent Development: lead analysts across sites, set expectations, coach, hire and onboard talent.
• Communication and Strategic Participation: present scheduling insights clearly to technical and non-technical audiences.

Skills

People management

Advanced Excel

Project management

Workflow experience

Workflow experience

Education

Bachelor's degree or equivalent in BI, finance, eng, statistics, CS, math

Job description

Amazon Operation Services Colombia S.A.S. in Bogotá seeks a senior Labor Business Analyst to own end-to-end workflow planning across multiple CS sites and geographies.

You will lead a team of analysts, translate forecasts into staffing plans, and drive AI-enabled transformation to improve scheduling and service levels. Based in Bogotá, you will partner with CS Operations, Capacity Planning, Finance, Training, and PxT to optimize capacity, manage risk, and deliver cost efficiency while mentoring