Workforce Support Services Coordinator

Federations & Major Events
Doha , Qatar
Full Time
Competitive
8 / 10

The Support Services Coordinator is an integrated member of the workforce department with the objective to support the mission of the Q22 Workforce by coordinating and supporting several processes during the workforce journey, including invitations to volunteer interviews and training sessions, managing the workforce records in the management system, process mass and personal communications to workforce members and call center services.

 

The post holder will be responsible for the coordination of all actions delivered in the workforce management system streamlining processes and ensuring the quality control of all system related actions.

 

The position requires a process oriented individual, organised with effective time management skills, demonstrating a willingness to learn and adapt, with the highest standards of attention to detail and support to other areas.

Full description

Key responsibilities:

  • Design and implement the Support Services area to facilitate and support of volunteer management and workforce training and operations
  • Develop and coordinate business process and procedures for WKF system requirements to support ongoing operations
  • Collaborate closely with the wider workforce team to develop an integrated strategy for managing data of volunteers and paid staff into the workforce system
  • Lead the planning for call centre services, including calls, emails and whatsApp communication
  • Develop process of data management and KPIs for reporting progress
  • Develop levels of services, request forms and SLAs
  • Implement tools to support the workforce areas and optimise resources to perform several tasks
  • Collaborate closely with the volunteer recruitment coordinator on assignment of volunteers
  • Plan and deliver a consistent experience across workforce areas and projects and delivery entities, ensuring appropriate and optimised staffing to deliver the agreed service levels
  • Coordinate clear communications and high level of support to volunteers queries
  • Coordinate and deliver invitations, communications and any action on the workforce management system
  • Coordinate the support services team
  • Ongoing reporting on progress and deliver of tasks
  • Improve and adapt process to always deliver high level of service to workforce members and the workforce areas

General:

  • Adapt to the needs of the role as per the Q22 evolution
  • Perform any other duties assigned by the supervisor directly related or relevant to the job
  • Ensure the assigned responsibilities are delivered:
    • to a high standard of quality and timeliness
    • in full compliance with the Q22 Quality Policy and the Safety and Security rules and requirements in line with any standards and objectives designated in the Employee Performance Management system.

Qualifications

  • University degree
  • Master’s Degree an additional asset

Experience:

  • Minimum 5 years in the areas of Event, Shared Service or Data Management
  • Experience in major event in workforce management, with expertise in operational planning and delivery experience in large scale international sport events
  • Experience of working in the region and knowledge of local culture is a bonus
  • Proven ability to manage clients and relations with multiple departments

Skills:

  • Excellent communications skills
  • High attention to detail and accuracy
  • Team player, willing to work on tight timelines and pitch in when needed
  • Positive attitude, patience and persistence
  • Proven experience in working in a database environment
  • English fluency – spoken and written (required),
  • Arabic language is an advantage

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