Implements regular performance monitoring, engagement strategy, and succession plan to maintain productivity and quality standards.
Supports the development of internal/external SLAs (Service Level Agreements) with HR to ensure a strong pipeline of skilled and motivated resource pool to support exams delivery.
Develops and advises on performance standards, engagement strategy, and succession plan to maintain productivity and quality standards.
Develops a Test Day resource plan to match individuals to the required resource profile.
Customer service
Takes 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; coordinating input from other colleagues/departments/managers as required. Ensures the customer is kept informed throughout the process.
The manager will share a monthly visibility of complaints received from venue staff along with the actions taken on them. Propose actions on the complaints dashboard to Head Examiner Management & Venue Staff to enhance customer satisfaction.