Scheduler

Company Overview

International SOS (www.internationalsos.com) stands as the global leader in medical and security services, operating an extensive network spanning more than 700 sites across 76 countries. We employ a diverse team of 10,000 professionals, including over 1,100 physicians and 200 security specialists, dedicated to supporting organizations worldwide. Our comprehensive services encompass medical and risk planning, preventive healthcare programs, in-country expertise, and swift emergency response solutions tailored for travellers, expatriates, and their families. We serve over 70% of the Fortune 500 companies, cementing our role as a trusted partner for international corporate health and safety needs. At International SOS, we cherish a culture focused on respect, expertise, passion, and care, fostering an inclusive and collaborative environment to deliver excellence at every touchpoint.

Business Unit Overview

The Workforce Planning Analyst position is pivotal within our operational framework, ensuring sustainable and efficient delivery of service to our global clientele. This role harnesses both quantitative data analysis and qualitative insight, enabling informed decision-making and robust project management. It involves close partnership with the Global Service Delivery Manager and other key leadership roles to optimize workforce utilization. The position contributes significantly to the planning and execution of resource management strategies, aligning operational capacity with dynamic business demands. Working across multiple time zones and locations, including Mexico City, Philadelphia, and Singapore, the analyst supports a Follow-the-Sun approach to meet the unique challenges of 24/7 service operations globally.

Overall Purpose Of The Job

The Workforce Planning Analyst acts as an integral contributor to International SOS's overarching mission by strategically aligning staff capacity with the fluctuating demands of service delivery. The role spans tactical day-to-day scheduling to high-level strategic workforce planning, ensuring optimal operational efficiency and quality of care across medical, operational, and security domains. Responsibilities include meticulous coordination of personnel rosters on a continuous, 24/7 basis, attention to budgetary alignment and payroll considerations, and the proactive identification and communication of variances through management reporting. This position is vital to maintaining seamless service delivery across multiple geographic locations and functions, supporting our commitment to world-class assistance services.

Key Responsibilities

• Develop and support detailed workforce schedules that optimize resource allocation while respecting operational requirements, multi-disciplinary capabilities, and language needs.
• Maintain transparent, equitable, and policy-compliant rostering processes managed under the guidance of the Head of Assistance and department leaders for Mexico City and Philadelphia teams.
• Construct rotation plans considering diverse talent pools, ensuring balanced workload distribution and cross-functional coverage.
• Collaborate with stakeholders to forecast and shape future resourcing models, including cross-border dependencies, enhancing operational resilience.
• Manage allocations for leave, remote work, and special assignments within staffing parameters, aligned with local human resources policies and business rules.
• Serve as a subject matter expert on workforce management applications, delivering training and continuous improvement in scheduling tools and practices.
• Engage regularly with follow-the-sun Assistance Centre management and learning & development teams to align forecasted scheduling needs with training and operational demands.
• Identify opportunities for operational efficiencies by analyzing staffing patterns and inter-center collaboration, proposing actionable enhancements to service delivery.
• Generate daily operation reports and develop client-specific and ad hoc analytics to inform management decision-making.
• Proactively manage roster-related challenges such as overtime and budget variances, optimizing to reduce costs while maintaining service quality.

Work Experience

For Internal Candidates:

• Demonstrated familiarity with International SOS’s internal business lines, client base, and transmission structures.
• Proven ability to assess IOS proficiency levels and align workforce skills to assistance service requirements.
• Hands-on experience in scheduling, forecast analytics, and interpreting customer feedback to enhance workforce strategies.
• Capable of conducting process control audits and inspections to maintain high-quality standards.
• Advanced competency in Microsoft Excel or equivalent analytical tools is highly desirable.
• Between 1 to 3 years working in workforce management roles, with added value for experience in people management ranging from 1 to 2 years.

For External Candidates:

• Proven experience conducting process control audits and inspections in complex organizational settings.
• Demonstrated expertise in schedule planning, forecasting, and budget management in dynamic workplaces.
• Skilled in data analytics and implementing process improvements to optimize resource utilization.
• Advanced proficiency with Microsoft Excel and data visualization tools preferred.
• Experience applying Root Cause Analysis (RCA) methodologies and completing quality audits effectively.
• Workforce management experience of 1 to 3 years is advantageous.

Reporting Analysis

• Gather and consolidate comprehensive operational and performance metrics, including case activity volumes, management effort, and quality indicators, vital for continuous service improvement.
• Deliver thorough data analysis and insightful reporting to inform strategic initiatives, particularly supporting the London Assistance Centre’s operational objectives.
• Provide regular feedback and enhanced reporting on operational activities, identifying process optimizations based on intricate knowledge of reporting systems and case management databases.
• Design and maintain intuitive, interactive management dashboards that integrate key performance data, facilitating quick and informed managerial decision-making.

Required Skills and Knowledge

• Exemplifies strong accountability and maintains confidentiality while adeptly managing client inquiries and service issues.
• Possesses solid understanding of International SOS Assistance and healthcare offerings, enabling accurate workforce alignment with service needs.
• Experienced and proficient with International SOS Assistance case management systems, ensuring effective coordination and reporting.
• Working knowledge of CRM and call centre telephony platforms aids in integrating scheduling with customer service workflows.
• Proficient use of contemporary office software, including Microsoft Outlook, Word, and Excel, supports effective communication and data handling.
• Demonstrates a reliable comprehension of global geography, crucial for coordinating international service teams and resources.
• Exceptional communication skills enable engagement and collaboration across all organizational levels.
• Exhibits strong interpersonal skills and proven leadership capabilities to foster team cohesion and guide workforce initiatives.
• Self-motivated and capable of working independently with minimal supervision, making effective decisions aligned with business priorities.
• Shows practical problem-solving abilities to address scheduling challenges and enhance operational efficiency.
• Committed to embodying International SOS's core values of passion, expertise, respect, and care in all professional interactions.

Required Qualifications

Degree and Languages:

• Bachelor’s degree in a relevant field or equivalent professional experience demonstrating capability in workforce or operations planning.
• Excellent command of written and spoken English is essential for this role; proficiency in a second language is considered an asset to support multinational team coordination.

Desired Behaviors:

• Consistently demonstrates punctuality, reliability, and excellent attendance records.
• Maintains composure, professionalism, and logical approach under pressure or during challenging situations.
• Shows commitment to team objectives and demonstrates a proactive, results-oriented mindset.
• Exhibits strong leadership qualities, inspiring peers, and leading by example.
• Fully embraces and reflects the International SOS values: Passion, Expertise, Respect, and Care, in daily activities.

Job Conditions and Contractual Notes:

• This role’s responsibilities are flexible and may evolve to meet changing business and operational requirements.
• Willingness to adapt and respond to business needs is essential, including potential changes in shift patterns or duties as necessary.

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