PAULO MACARAIG
Binangonan Rizal,Rizal
Summary
Lean Agile advocate and practitioner, with expertise in Lean Six Sigma Project Management and Agile methodologies. Adept at leading WFM End-to-End disciplines and financial management, leveraging a proven track record of driving efficiency and delivering results. Experienced in implementing Lean principles and Agile practices to streamline processes and optimize performance. Known for a collaborative leadership style and a commitment to continuous improvement.
Overview
12
12
years of professional experience
Work History
WFM Sr. DIrector
Carenet Health
Makati, phillipines
03.2025 - Current
- Lead the overall Workforce Management organization across forecasting, scheduling, real-time management, reporting, analytics, and capacity planning functions.
- Manage financial planning activities including budgeting, revenue forecasting, cost-to-serve optimization, gross margin management, and workforce financial analysis.
- Partner with executive leadership and operations teams to develop strategic workforce plans aligned with business growth and client requirements.
- Drive operational excellence initiatives focused on improving productivity, staffing efficiency, SLA attainment, and workforce utilization.
- Oversee workforce governance and performance management across multiple healthcare support programs and shared services environments.
- Lead WFM transformation initiatives through automation, reporting digitalization, and AI-enabled operational enhancements.
- Support client engagement activities including business reviews, operational strategy discussions, and workforce solution presentations.
- Collaborate with Finance, Operations, and Client Services teams to ensure profitability targets and operational KPIs are achieved.
- Mentor and develop WFM leaders and managers through structured development planning, succession planning, and leadership coaching.
- Drive continuous improvement initiatives leveraging Lean Six Sigma and Agile methodologies.
WFM Director
Teleperformance
Mandaluyong, Philippines
05.2023 - Current
- Managed the end-to-end WFM functional teams and oversaw the WFM cost structure and budget, ensuring efficient resource allocation and cost optimization.
- Provided support to Command Center managers during sales visits, actively contributing to the sales process by developing sales materials, preparing quotes, conducting demos, and organizing tours.
- Took accountability for pitching opportunities to clients to expand and sell WFM service offerings into additional contracts, driving business growth and revenue.
- Ensured successful delivery on all contracts while focusing on reducing cost-to-serve and identifying opportunities to expand the shared services model.
- Provided strategic direction to the WFM team on cost-to-serve initiatives, enhancing site gross margin and revenue generation.
- Fostered innovation and promoted people development across all WFM groups, driving continuous improvement and skill enhancement.
- Implemented and managed client stakeholder relationships, ensuring high levels of satisfaction and retention.
- Proactively pitched innovative WFM tools, advocating for AI bot deployment and spearheading the digitalization of reports to streamline operations, enhance efficiency, and drive productivity.
Workforce Tower Leader (Director Level)
Accenture
Mandaluyong, Philippines
05.2021 - 05.2023
- Responsible for managing the WFM (End to End) and AP/QA functional teams and overall management of the WFM cost structure and budget.
- To support the Command Center leads for sales & responsible for supporting the sales process by assisting with development of sales material, quotes, demos and tours.
- Responsible for looking for opportunities to expand the WFM service offering into additional contracts.
- Responsible for delivery on all contracts and focus on driving down cost to serve and looking for opportunities to expand the shared services model.
- Provide direction to WFM team on cost to serve initiatives and responsible for driving operational maturity across all WFM groups.
- Drives innovation between all WFM groups and people development.
- Ensure WFM manager's continues improvement plan through skill will matrix.
WFM Manager
Teleperformance
Mandaluyong , Philippines
01.2018 - 05.2021
Workforce Manager
IBM
Ortigas, Philippines
08.2016 - 01.2018
Workforce Supervisor
Teleperformance
Pasig, Philippines
08.2014 - 08.2016
Education
Bachelor of Business Administration - Banking and Finance
Philippine School of Business Administration
Quezon City01-2004
Skills
- Trained in different Workforce Management tools (including but not limited to) such as Nice-IEX, AWS, Genesys, AVAYA, AVAYA X, GENESYS, CCPULSE, ASPECT and other conventional workforce tools
- WFM Specialization Forecasting (Naive and Advance forecasting Methodologies) forecasting using R and R studio, Capacity Planning, Scheduling, Real time Management, Reporting and BI
- Business Intelligence tools: Power BI and Tableau
- Experienced with following inudstire sectors: BFSI, Telco, Airlines, HRSS, Energy,Healthcare, Ebanking, Retail, IT Support, Shared Service, Service Desk, Security, Courriers, Hospitality, Education, Food services and Government institutions
- Financial managment: Bill to pay (B2P), Revenue and GM Planning and Strategy
- Sales and SOW Capability: Expert in pitching Workforce as a Service (WaaS) solutions, offering competitive pricing and adaptable rate cards Proficient in assisting RFP meetings, providing insights, and refining SOW documents efficiently
Timeline
WFM Sr. DIrector
Carenet Health
03.2025 - Current
WFM Director
Teleperformance
05.2023 - Current
Workforce Tower Leader (Director Level)
Accenture
05.2021 - 05.2023
WFM Manager
Teleperformance
01.2018 - 05.2021
Workforce Manager
IBM
08.2016 - 01.2018
Workforce Supervisor
Teleperformance
08.2014 - 08.2016
Bachelor of Business Administration - Banking and Finance
Philippine School of Business Administration