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Fernando Apolinario

@fernandoapolinario

Workforce Scheduling Manager at IbexGlobalSolutions who aligned centralized schedules with demand and optimized staffing across programs and sites.

Philippines

Message

At IbexGlobalSolutions, Inc. Philippines, I managed centralized scheduling operations, aligning workforce resources with forecasted demand, staffing requirements, client commitments, and operational priorities.

I optimized staffing across programs, sites, shifts, and intervals, and partnered with real-time management to respond to changes in volume, attendance, productivity, and service performance. I also developed workforce reports and recommendations to support operational decisions.

Earlier, I supervised workforce management at RMS Collect(iQor Philippines), led day-to-day scheduling at Concentrix, and worked in real-time analysis at DakshConcentrix and IBM GlobalProcess Services, Inc. Across these roles, I supported forecasting, capacity planning, KPI and SLA monitoring, and staffing adjustments.

Experience

Work history, roles, and key accomplishments

Workforce Scheduling Manager

Ibex Global Solutions, Inc.

Sep 2020 - Aug 2026 (5 years 11 months)

Managed centralized scheduling operations, ensuring workforce resources aligned with forecasted demand and staffing requirements. Led scheduling activities, optimized resource allocation, and provided data-driven insights to support operational decisions.

Workforce Scheduling Workforce Strategy Workforce Forecasting Staffing Allocation Real Time Management KPI Monitoring SLA Monitoring Schedule Adherence Data Analysis Cross Functional Collaboration Team Leadership

Workforce Supervisor

RMS Collect (iQor Philippines)

Aug 2017 - Sep 2020 (3 years 1 month)

Supervised workforce management activities including scheduling, staffing allocation, and performance monitoring. Coordinated with operations teams to align workforce plans with workload and service requirements.

Workforce Management Scheduling Staffing Allocation Performance Monitoring Real Time Support Capacity Planning KPI Monitoring SLA Monitoring Data Analysis Stakeholder Communication

Workforce Scheduling Lead

Concentrix

Dec 2015 - Aug 2017 (1 year 8 months)

Led day-to-day workforce scheduling activities for supported accounts and operational teams. Created and maintained employee schedules based on forecasts and staffing requirements, and identified coverage gaps to minimize service-level risks.

Workforce Scheduling Schedule Management Staffing Allocation Capacity Planning Data Analysis Stakeholder Communication team guidance

Real-Time Analyst

Daksh Concentrix

Feb 2014 - Dec 2015 (1 year 10 months)

Monitored real-time operational performance, staffing availability, and schedule adherence. Tracked KPIs and coordinated with operations teams to implement corrective actions for intraday performance risks.

Real time Monitoring Workforce Management KPI Tracking SLA Monitoring Schedule Adherence Data Analysis Reporting Stakeholder Communication

Real-Time Analyst

IBM Global Process Services, Inc.

Nov 2013 - Feb 2014 (3 months)

Monitored real-time contact volumes, staffing levels, and schedule adherence. Assisted operations teams in managing intraday staffing and recommended adjustments to improve coverage and service-level performance.

Real time Monitoring Workforce Management Schedule Adherence Data Analysis Reporting Stakeholder Communication