Workforce Planning Analyst

Essential Job Duties and Responsibilities:

The Workforce Planning Analyst will play a pivotal role in defining, implementing, maintaining, and continuously evolving workforce management strategies across a global operational platform. This role includes overseeing resource allocation to optimize operational efficiency, enhance customer satisfaction, and support internal processes. The Analyst will collaborate closely with local Operations and Medical teams to develop, refine, and execute staffing schedules that accurately reflect demand forecasts derived from call volumes, case histories, and planned client activities.

This position demands a proactive, analytical mindset with strong attention to detail and the ability to manage competing priorities in a dynamic environment. The successful candidate will contribute to shaping a highly responsive and efficient workforce, ultimately supporting the organization's mission to deliver exceptional medical and security assistance services worldwide.

• Ensure across each platform a structured and fair rostering and workforce management practice is in place.
• Collaborate with the Global Service Delivery Director and Heads of Service Delivery to ensure aderence with MSAS policies and procedures in terms of roaster planning.
• Oversee schedule and call queue monitoring processes for International SOS operational service lines.
• Support a team of locally identified individuals responsible for monitoring the call and email queues along with allocation of the daily activities across the group Assistance Centres.   
• Generate forecasts for all Assistance Centres in cooperation with the Regional GMs and HOAs MSAS
• Coordinate with Local HR manager – MSAS to ensure all latest HR practices and requirements are applied to roster management
• Ensure that accurate management of staff joining and leaving is applied to the Workforce Management tools.
• Ensures effective and efficient utilization of resources
• Monitors real-time queue and adherence reports to ensure service level and response time objectives are met during scheduled shifts; oversee real-time escalation plans

Required Competencies (Critical behaviours necessary to successfully perform the job)

• Minimum of 3 years hands-on experience in workforce management, particularly within call or contact center environments.
• Proficiency with workforce management software tools to forecast, schedule, and analyze team capacity effectively.
• Ability to multitask and operate efficiently in a fast-changing, deadline-driven environment.
• Strong organizational aptitude paired with meticulous attention to detail and superior time-management abilities.
• Excellent communication skills to facilitate collaboration with cross-functional teams and stakeholders.
• Educational background: A degree qualification is preferred, though equivalent relevant experience will be considered.
• Prior experience as a call center agent is considered a distinct advantage, affording valuable frontline insight.