Workforce Resource Coordinator

HRSPL is seeking a Workforce Resource Coordinator to join a leading client in Pakistan. The role involves supporting the resourcing function within the new Global Exams Operating Model, ensuring an adequate pipeline of trained staff, and maintaining effective communication with a large pool of resources. The coordinator will be responsible for managing scheduling, training logistics, performance evaluation, and timely payment of venue staff to ensure smooth exam delivery. This position requires close collaboration with multiple teams and stakeholders to uphold operational standards, compliance, and customer satisfaction.

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 forecasted demand for various exam products.
- Communicate promptly with Venue Supervisors (VS) and test day staff to facilitate seamless exam operations.
- Manage logistics and support training sessions for Venue Supervisors as needed.
- Oversee the performance evaluation system for VS and ensure their payments are processed accurately and on time.
- Assist management in recruitment activities related to venue staff.

Customer Service:
- Take full accountability for resolving complex or escalated operational complaints related to venue staff, ensuring timely and satisfactory outcomes.
- Coordinate with colleagues, departments, and managers to gather necessary input.
- Keep customers informed throughout the resolution process.

Relationship & Stakeholder Management:
- Provide advice or directly engage with Venue Staff to address issues and complaints, offering effective solutions.
- Build and maintain strong working relationships with operations teams, customer service, and procurement departments.

Risk & Compliance:
- Implement contingency planning and risk management strategies to ensure reliable supply of venue staff.
- Maintain standards and performance requirements for VS to uphold exam security and compliance.
- Ensure compliance with safeguarding and venue staff management policies throughout the process.
- Manage short-term supply challenges and develop contingency plans during exam delivery periods.

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:
- Operate and generate regular reports related to corporate financial processes to support budget and resource management.
- Utilize systems such as purchase order platforms, FABS, SAP, procurement processes, and BOSS.

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

Safeguarding:
- Ensure safeguarding standards are implemented within exam structures to promote safety for children and adults.
- Escalate safeguarding concerns to the National Safeguarding Manager in Pakistan.
- Follow safe recruitment practices consistently for venue staff and third parties.
- Maintain behavior aligned 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.