About the Company

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customized security risk management, health, and wellbeing solutions to organizations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organizations fulfil their Duty of Care responsibilities.

Now, we're looking for talented individuals to join our team and make a difference.

About the Role

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.

Responsibilities

- 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.
- Workforce & Resource Planning: Develop and support detailed workforce schedules that optimize resource allocation while respecting operational requirements, multi-disciplinary capabilities,



and language needs.
- 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.

Qualifications





- Bachelor's degree in a relevant field or equivalent professional experience demonstrating capability in workforce or operations planning.
- English - excellent of written and spoken
- Spanish - excellent written and spoken

Required Skills

- 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 integral 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.

📌 Workforce Planning Analyst (Ciudad de México)
🏢 International SOS
📍 Ciudad de México