Bobby Rapin Marco
Regional Senior Workforce Lead
Pasig City
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
15
15
years of professional experience
Work History
Regional Senior Workforce Management
Gearinc
06.2024 - Current
- Manage Workforce Teams from different sites
- Analyze reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency
- Proactively provide scheduling analysis, recommendations for improvement, including headcount requirements, long-term planning, scheduling and bidding strategies, staffing strategies.
- Lead staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance while also identifying risks
- Oversee intraday management of scheduling procedures, analysis of real time workload requirements and call routing to manage performance to service level requirements
WFM Manager
IGT Solutions
03.2019 - 06.2024
- Managed a team of workforce analysts, fostering professional growth and development opportunities.
- Enhanced workforce efficiency by implementing strategic scheduling and forecasting techniques.
- Developed comprehensive training programs for new hires, boosting their skill set and knowledge base.
- Led initiatives in optimizing resource allocation, resulting in improved customer experience scores.
Assistant Manager WFM
IGT Solutions
05.2018 - 03.2019
- Drove continuous improvement initiatives within the team, resulting in enhanced service delivery standards and increased customer satisfaction ratings.
WFM Supervisor
Interglobe Technologies
04.2017 - 05.2018
- Collaborated with cross-functional teams to improve overall operational performance and customer satisfaction.
- Collaborated effectively with other departments such as HR, IT, Finance, and Operations for seamless workflow integration across the organization.
- Led initiatives in optimizing resource allocation, resulting in improved customer experience scores.
- Managed a team of workforce analysts, fostering professional growth and development opportunities.
Senior Executive WFM
Interglobe Technologies
06.2016 - 04.2017
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Prepared annual data to determine metrics for operational performance.
- Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity.
Revenue Analyst
Interglobe Technologies
02.2016 - 06.2016
- Identified potential risks to achieving revenue targets by proactively monitoring industry developments such as regulatory changes or emerging competitors.
- Provided timely feedback on sales performance, identifying areas of improvement and recommending corrective actions as needed.
- Developed insightful management reports highlighting key revenue drivers, risks, and opportunities for growth.
- Improved data accuracy through thorough reconciliation of billing discrepancies, resulting in better informed business decisions.
- Enhanced financial reporting by developing and maintaining advanced Excel models for revenue forecasting and analysis.
WFA Workforce Analysts
Interglobe Technologies
04.2014 - 02.2016
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Collaborated cross-functionally to identify staffing needs, ensuring optimal resource allocation across departments.
WFM-Real Time Analyst
Interglobe Technologies
02.2013 - 04.2014
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Optimized workforce distribution by analyzing historical data and trends in realtime.
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
Sr. Specialist CCOD COPS
Sutherland Global Services
01.2012 - 06.2013
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Enhanced team productivity by implementing efficient project management strategies.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
- Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
WFA Workforce Analysts
Sutherland Global Services
06.2012 - 02.2013
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Developed innovative ways to measure employee engagement, providing insights for management on how to maintain a positive company culture.
- Collaborated cross-functionally to identify staffing needs, ensuring optimal resource allocation across departments.
- Ensured compliance with labor laws, staying updated on changes in regulations and adjusting policies accordingly.
- Evaluated the effectiveness of current recruitment channels, exploring new avenues to attract top talent as needed.
CCOD Real time Analyst
Sutherland Global Services
02.2011 - 01.2012
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
- Identified areas of inefficiency, streamlining processes to increase productivity and reduce costs.
- Ensured timely resolution of escalated customer concerns by collaborating with cross-functional teams.
Costumer service
Sutherland Global Services
12.2010 - 02.2011
Education
Bachelor of Science and Business Administration - Hospital Management
Ateneo De Naga University
01.2010
High School - undefined
Pamukid High School
Pamukid San Fernando, Camarines Sur01.2005
Skills
Microsoft office
Problem-solving
Team management
Time management
Flexible and adaptable
MS office
Organization and time management
Supervision and leadership
Seminars Training Attended
- Ontract Lead Training, Interglobe Technologies, 11/01/14
- Green Belt Define & Measure Training, Interglobe Technologies, 08/01/15
- COL/PST, Sutherland Global Services, 12/01/10 to 01/01/11
- International Leaders Conference, Pacol Ateneo High School, 05/01/06
- Health Wellness Training Program, Wellness Center Manila, 10/01/07
- Basic Health Care Delivery, Ateneo de Naga University, 07/01/09
- First Aid Training Seminar, Pacol Carolina Naga City, 06/01/09
- Management Training, Arrupe Convention Hall, Ateneo, 06/01/XX
- Nestle Corporation, Manila, 10/01/07
- SME Forum: A look sunrise industries, Fernando Hall Ateneo de Naga, 07/05/XX
- Lecture On career building in International Organization, Obrien Building Ateneo de Naga, 06/05/XX
- Leadership training Program, Casa Ofelia Paniquason Naga City, XX/XX/XX
School Community Involvement
- CFC/YFC-Youth for Christ, 05/01/01 to Present, Member
- Golden Nights, 06/01/08 to 06/01/09, Member
- Campus Ministry, 06/01/07 to 06/01/08, Member
- YFC-ECSECOM, 06/01/06 to 06/01/08, Internal Vice President
- Cathedral Coral Choir, 06/01/07 to 06/01/08, Member
- Adnu Healthrepreneurs, 06/01/08 to 06/01/10, President
- Institute of Business Student (IBS), External Vice President
Cellphone Number
09176210760
Personal Information
- Age: 27
- Height: 5'4
- Date of Birth: 01/13/88
- Gender: Male
- Nationality: Filipino
- Marital Status: Single
Timeline
Regional Senior Workforce Management
Gearinc
06.2024 - Current
WFM Manager
IGT Solutions
03.2019 - 06.2024
Assistant Manager WFM
IGT Solutions
05.2018 - 03.2019
WFM Supervisor
Interglobe Technologies
04.2017 - 05.2018
Senior Executive WFM
Interglobe Technologies
06.2016 - 04.2017
Revenue Analyst
Interglobe Technologies
02.2016 - 06.2016
WFA Workforce Analysts
Interglobe Technologies
04.2014 - 02.2016
WFM-Real Time Analyst
Interglobe Technologies
02.2013 - 04.2014
WFA Workforce Analysts
Sutherland Global Services
06.2012 - 02.2013
Sr. Specialist CCOD COPS
Sutherland Global Services
01.2012 - 06.2013
CCOD Real time Analyst
Sutherland Global Services
02.2011 - 01.2012
Costumer service
Sutherland Global Services
12.2010 - 02.2011
High School - undefined
Pamukid High School
Bachelor of Science and Business Administration - Hospital Management
Ateneo De Naga University