AI-Driven Workflow & Capacity Lead for CX

Amazon Operation Services Colombia S.A.S.; Bogotá ciudad; Presencial; COP 9.000.000 - 15.000.000; Jornada completa

Descripción de la vacante

Amazon Operation Services Colombia S.A.S. seeks an L5 Labor Business Analyst to lead a team across multiple sites, translating forecasted staffing into efficient CSA schedules and guarding service levels.

The role partners with CS Ops, Capacity Planning, Finance, Training and PxT to drive capacity plans and AI-enabled automation. You will own KPI reporting, coordinate staffing across time zones, and mentor a team while driving process standardization and risk mitigation in a fast-paced

Formación

• 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.

Responsabilidades

• Capacity Plan Execution: translate forecasted staffing into optimized CSA shift schedules across sites and time zones.
• Schedule Management and Staffing Alignment: coordinate headcount, shift rotation, cross-training, and ramp integration.
• KPI Ownership and Performance Reporting: analyze site performance via KPIs like Shrinkage, AHT, and PTL.
• CSA Wellness and Occupancy Management: monitor occupancy, break adherence, and workload to sustain workforce health.
• Process Improvement and AI Transformation: standardize processes and drive AI-enabled automation across scheduling workflows.
• Stakeholder Partnership and Risk Mitigation: partner with CS Ops, Capacity Planning, Finance, Training, PxT to mitigate capacity risks.
• Team Leadership and Talent Development: lead analysts, provide feedback, hire and onboard talent.
• Communication and Strategic Participation: present scheduling insights to technical and non-technical audiences.

Conocimientos

People management

Project management

Workflow experience

Advanced Excel models

Educación

Bachelor's degree or equivalent in BI/finance/engineering/statistics/computer science/mathematics

Herramientas

Excel

Descripción del empleo

Amazon Operation Services Colombia S.A.S. seeks an L5 Labor Business Analyst to lead a team across multiple sites, translating forecasted staffing into efficient CSA schedules and guarding service levels.

The role partners with CS Ops, Capacity Planning, Finance, Training and PxT to drive capacity plans and AI-enabled automation. You will own KPI reporting, coordinate staffing across time zones, and mentor a team while driving process standardization and risk mitigation in a fast-paced