Workforce Resource Coordinator

HRSPL is looking for Workforce Resource Coordinator for one of its leading client in Pakistan.

Main Opportunities / Challenges

• To operate in a resourcing function under the new Global Exams Operating Model.
• Assist in coaching and training staff and ensure pipeline of available resources is sufficient.
• Effective and timely communication to a large pool of resources for engagement and payment.
• Ensuring the information related to resources pool is up to date.

4. Main Accountabilities

Product Service Delivery

• Check availability of resource pool and use IT/BOSS systems to ensure accurate scheduling.
• Plan a capacity profile to meet provisional demand forecasts for different exam products.
• Timely communication with Venue Supervisors (VS) and test day staff to ensure smooth exam delivery.
• Manage logistics of training of VS and support training as and when required.
• Manage the system of performance evaluation of VS.
• Ensure VS are paid accurately and timely through the payment process.
• Support management in staff recruitment.

Customer Service

• Take end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated customer (internal or external) operational complaints and issues relating to venue staff.
• Coordinate input from other colleagues/departments/managers as required.
• Ensure customers are kept informed throughout the process.

Relationship & Stakeholder Management

• Advise on or directly engage with Venue Staff when issues/complaints arise to provide solutions.
• Develop good working relationships with all operation teams, customer services and procurement.

Risk & Compliance

• Contingency planning and risk management of supply.
• Ensure standards and performance for VS to manage exam security and compliance.
• Ensure compliance aspects of VS throughout the process of venue staff management.
• Manage short-term supply issues and plan contingencies during exam delivery.

Analysis & Reporting

• Support daily/weekly planning and capacity meetings.
• Prepare dashboards consisting of weekly/monthly reporting of venue staff utilization.

Commercial & Resource Management

• Operate and run regular reports on standard corporate financial processes and procedures to enable effective budget and resource management.
• Examples include purchase order systems, FABS, SAP, procurement processes or BOSS.

Leadership & Management

• Motivate and encourage team performance in virtual (non-face-to-face situations).
• Plan and prioritize cluster operational activities.
• Support team knowledge and skills development towards effective delivery of services.

Safeguarding

• Ensure safeguarding implementation standards are followed in exam structures and mechanisms that promote safety for children and adults.
• Escalate safeguarding concerns to the National Safeguarding Manager Pakistan.
• Ensure safe recruitment processes are consistently followed for venue staff and third parties.
• Ensure behavior is in line with safeguarding code of conduct when interacting with children and adults.

5. Qualifications

Minimum / Essential

- Graduate in any discipline.