Description:
Product Service Delivery
- Check availability of resource Pool and use IT/BOSS systems to ensure accurate scheduling
- Be able to plan a capacity profile to meet the provisional demand forecast for different exam products
- Timely communications with VS and test day staff to ensure smooth exam delivery
- Manage logistics of Training of VS & support training as and when required
- Managing the system of Performance evaluation of VS
- Ensuring VS are paid accurately and timely through payment process
- Support management in staff recruitment
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, to do so.
- Ensures the customer is kept informed throughout the process.
Relationship & stakeholder management
- Advises on or directly engages with Venue Staff when issues/ complaints arise to provide solutions
- Develops good working relationships with all operation teams, customer services and procurement