John Marion Capunitan
@johnmarioncapunitan
Senior Workforce Management professional optimizing resource utilization.
PhilippinesWhat I'm looking for
I am a Senior Associate in Resource Management with almost eight years' experience in workforce management, deployments, and handling both voice and non-voice accounts. I focus on deploying resources for engagements and ensuring continuity and maximum utilization across markets.
I regularly create and deliver reports to service delivery and operations teams—utilization, outlook hours per market, adherence, attendance, and other performance reports—to support decision-making and operational continuity.
I have worked across multiple lines of business as a WFM/Real Time Management supervisor, acting as a pseudo-scheduler, plotting weekly trainings, scheduling coaching and team meetings, and prioritizing workload allocation and ageing items.
I am proficient with tools such as Microsoft Excel and Google Sheets and bring hands-on experience generating adhoc and recurring reports to monitor new day inventory receipt and team availability, with a practical, results-oriented approach to workforce optimization.
Experience
Work history, roles, and key accomplishments
Senior Associate - Resource Management
EY GDS
Jan 2023 - Present (3 years 5 months)
Responsible for deploying resources for engagements, monitoring availability and utilization, and producing utilization and outlook-hour reports for service delivery to ensure continuity across engagements.
WFM Supervisor
Concentrix
Jan 2017 - Jan 2023 (6 years)
Managed real-time operations and adherence for multiple lines of business, generated attendance and adherence reports, acted as client contact and pseudo-scheduler for coaching and team meetings.
Workforce Associate / Resource Management
Accenture
Jan 2015 - Jan 2017 (2 years)
Allocated workload and prioritized inventory receipt aging items, created ad-hoc reports to monitor new-day inventory and supported team resourcing decisions.
Education
Degrees, certifications, and relevant coursework
Laguna College
2023 -
Activities and societies: Working with Different LOBs to ensure all agents are adhering to their schedule; sending performance reports
Pursuing or engaged with programs while working across different LOBs to ensure schedule adherence and reporting.
Concentrix
Bachelor of Science in Business Administration, Marketing Management
2011 - 2015
Activities and societies: Associate Real Time Management / WFM Supervisor
Completed a BSBA in Marketing Management while working in real-time management and WFM supervision roles.
Recto Memorial National High School
High School Diploma
2007 - 2011
Completed secondary education at Recto Memorial National High School.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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