Workforce Resource Coordinator

HRSPL is seeking a Workforce Resource Coordinator to join the team of a prominent client in Pakistan. The role involves operating within a resourcing function aligned with the new Global Exams Operating Model. The successful candidate will assist in coaching and training staff, ensuring a sufficient pipeline of available resources, and maintaining up-to-date information on the resource pool. Effective and timely communication with a large pool of resources for engagement and payment is a critical aspect of this position.

Key Responsibilities

Product Service Delivery:
- Monitor the availability of the resource pool and utilize IT/BOSS systems for accurate scheduling.
- Develop capacity profiles to meet provisional demand forecasts for various exam products.
- Maintain timely communication with Venue Supervisors (VS) and test day staff to ensure smooth exam delivery.
- Manage logistics related to training Venue Supervisors and provide support as needed.
- Oversee the performance evaluation system for Venue Supervisors.
- Ensure accurate and timely payment of Venue Supervisors through established payment processes.
- Assist management in staff recruitment activities.

Customer Service:
- Take full accountability for researching and resolving complex or escalated operational complaints related to venue staff.
- Coordinate with colleagues, departments, and managers to facilitate issue resolution.
- Keep customers informed throughout the resolution process.

Relationship & Stakeholder Management:
- Provide advice or direct engagement with Venue Staff to resolve issues or complaints effectively.
- Build and maintain strong working relationships with operations teams, customer service, and procurement departments.

Risk & Compliance:
- Conduct contingency planning and manage risks related to resource supply.
- Ensure Venue Supervisors meet standards for exam security and compliance.
- Oversee compliance aspects throughout the venue staff management process.
- Manage short-term supply challenges and develop contingency plans during exam delivery.

Analysis & Reporting:
- Support daily and weekly planning and capacity meetings.
- Prepare dashboards and reports on venue staff utilization on a weekly and monthly basis.

Commercial & Resource Management:
- Run regular reports on corporate financial processes to support effective budget and resource management.
- Utilize systems such as purchase order systems, FABS, SAP, procurement processes, and BOSS.

Leadership & Management:
- Motivate and encourage team performance, especially in virtual or remote settings.
- Plan and prioritize operational activities within the cluster.
- Support the development of team knowledge and skills to enhance service delivery.

Safeguarding:
- Ensure safeguarding standards are implemented in exam structures to promote safety for children and adults.
- Escalate safeguarding concerns to the National Safeguarding Manager Pakistan.
- Maintain safe recruitment processes for venue staff and third parties.
- Uphold behavior consistent with the safeguarding code of conduct when interacting with children and adults.

Required Qualifications
- Graduate in any discipline.

No preferred qualifications or benefits were specified for this role.