Assoc HR Shared Services Spec (Colombia)

The Operational Analytics & Workforce Planning Associate is responsible for proactively monitoring, analyzing, and reporting operational metrics across service channels to support leadership decision-making. This role provides data-driven insights to identify opportunities to shift work across operational tiers, optimize workforce allocation, and mitigate capacity risks, ensuring consistent and efficient service delivery. The position maintains a strictly analytical and preventive scope and does not evaluate individual or team performance.

Location

Bogotá, Colombia (potentially evolving into a global role).

Responsibilities

• Align demand with workforce capacity through forecasting, scheduling, and workforce planning activities.
• Monitor and analyze key operational KPIs (e.g., volume, SLA, adherence) to ensure performance and service levels.
• Generate data-driven insights and recommendations to support leadership decision-making....