Workforce Resource Coordinator

The Workforce Resource Coordinator at HRSI plays a critical role in managing and optimizing the resource pool to support smooth and efficient exam delivery under the new Global Exams Operating Model. This position focuses on coordinating staffing logistics, ensuring accurate scheduling, and maintaining up-to-date information on venue staff availability. The coordinator acts as a liaison between various departments, maintaining communication with venue supervisors and test day staff, to guarantee that exams are executed seamlessly and resources are utilized effectively. This role requires strong coordination skills, attention to detail in data entry and reporting, and proficiency with Microsoft Excel and related systems to track and manage resource allocation and payments. In addition to operational coordination, the Workforce Resource Coordinator is responsible for assisting with staff training and coaching, monitoring performance evaluations, and supporting recruitment procedures. The role also entails handling complex customer service issues related to venue staff, collaborating with internal stakeholders, and ensuring compliance with safeguarding standards to promote safety and security in exam environments. The coordinator must facilitate risk management and contingency planning for resource supply, participate in capacity planning meetings, and prepare detailed reports to support decision-making processes. The position requires dedication to maintaining high standards of communication, compliance, and operational excellence.
Responsibilities

• Operate within the resourcing function using IT and BOSS systems to check resource pool availability and ensure accurate exam scheduling.
• Develop and maintain capacity profiles to meet demand forecasts for different exam products.
• Communicate effectively and timely with Venue Supervisors and test day staff to support smooth exam operations.
• Manage the logistics and coordination of Venue Supervisor training sessions and support these initiatives as needed.
• Oversee the system of performance evaluation for Venue Supervisors and ensure timely, accurate payment processing.
• Assist management with recruitment activities for venue staff to maintain a sufficient resource pipeline.
• Take accountability for resolving complex or escalated operational complaints related to venue staff, coordinating input from multiple departments and informing customers throughout the resolution process.
• Develop strong working relationships with operations teams, customer service, procurement, and other stakeholders to facilitate efficient resource coordination.
• Implement contingency plans and manage risks related to resource supply and exam delivery to address short-term shortages or issues.
• Ensure all Venue Supervisors comply with security, performance, and safeguarding standards throughout the exam process.
• Support daily and weekly planning meetings by preparing and presenting data dashboards on venue staff utilization, attendance, and performance metrics.
• Facilitate the use of corporate financial and procurement systems, such as purchase order platforms and SAP, to support budget and resource management.
• Encourage and motivate team members in virtual environments, helping to prioritize operational activities and promote skills development.
• Uphold safeguarding protocols across exam venues by following safe recruitment processes and promoting conduct standards when interacting with children and adults.
• Escalate any safeguarding concerns promptly to designated managers to ensure immediate attention and resolution.