Resourcing Pool Officer

Description:

The Resource Pooling Officer assumes a critical role in the planning, training, and deployment of Venue Staff for Test Day delivery. They are responsible for ensuring precise resource availability, capability, contingency, and pipeline management to meet the requirements of various exam types. By utilizing technology, the officer ensures the prompt and accurate communication of duty schedules to the allocated resources. Additionally, they actively contribute to the development and retention of Venue Staff. Aligning with the workforce plan and resource engagement/retention plan, the officer carries out necessary actions under the guidance of their manager. Moreover the officer will diligently monitor performance on a regular basis and promptly reports any abnormal incidents, behaviour, or trends to their manager.

Main Accountabilities

Product Service Delivery

• • Utilize IT/BOSS systems to schedule resources effectively.
  • Plan capacity profiles to meet demand forecasts for different exam products.
  • Communicate timely with Venue Staffs and test day staff for smooth exam delivery.
  • Manage logistics and support training of Venue Staffs.
  • Oversee performance evaluation and ensure accurate and timely payments to Venue Staffs.
  • Support staff recruitment under the guidance of management.

Customer Service

• • Take accountability for resolving complex/escalated operational complaints and issues related to venue staff.
  • Maintain effective communication with customers throughout the resolution process.