Marineth Marcos
Workforce Supervisor
San Jose Del Monte, Province Of Bulacan
Summary
Workforce Management Supervisor with over 10 years of experience in forecasting, scheduling, and real-time management for contact center operations. Proven ability to optimize staffing, Skilled in WFM tools, data analysis, and team leadership.
Overview
16
16
years of professional experience
4
4
Certifications
Work History
Workforce Management Supervisor
Manulife Data Services
03.2025 - Current
- Lead WFM team in real time and scheduling.
- Prepared and maintained reports, dashboards, and monthly packages.
- Provided ongoing coaching and mentoring to junior team members, supporting their professional development within the field of workforce management.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Worked closely with other department supervisors to identify and address cross-functional challenges impacting service delivery, ensuring a seamless experience for customers.
Senior WFM Analyst
Manulife Data Services
05.2022 - 03.2025
- Monitored queues and managed real-time staffing. Ensured schedule adherence and handled off-line exceptions.
WFM Capacity Planner
TaskUs
04.2021 - 05.2022
- Coordinated with stakeholders for accurate forecasting and staffing plans.
Various WFM Positions
01.2010 - 01.2021
- Held roles in scheduling, real-time analysis, and capacity planning at TDCX, VXI, Teleperformance.
Education
AB Communication Arts - Undergraduate
De La Salle University
DasmariñasSkills
- Scheduling & Capacity Management
- Workforce Planning & Forecasting
- Real-Time Intraday Management
- Shrinkage Analysis & Reporting
- WFM Tools (NICE, Verint)
- MS Excel & Data Analytics
- Team Leadership
Websites
Accomplishments
Reduced shrinkage by 15% through improved scheduling. Implemented real-time strategies improving SLA compliance by 10%.
Certifications & Training
- PL-300 Training (2025)
- Scheduling Essentials Course
- MS Excel Expo
- 7 Habits Training
Certification
PL-300 Training
Timeline
PL-300 Training
09-2025
Workforce Management Supervisor
Manulife Data Services
03.2025 - Current
Senior WFM Analyst
Manulife Data Services
05.2022 - 03.2025
WFM Capacity Planner
TaskUs
04.2021 - 05.2022
7 Habits
11-2019
MS Excel Expo
07-2018
Scheduling Essentials Course | TPS Tutelage Course
04-2018
Various WFM Positions
01.2010 - 01.2021
AB Communication Arts - Undergraduate
De La Salle University