Senior Manager - Workforce Management (WFM)

ABOUT HUGO

Hugo Technologies, Inc. (“Hugo”) is committed to nurturing the best of Africa’s young talent. We build and manage remote teams across Africa for some of the world’s largest technology and media companies. We specialize in omnichannel customer support, digital and AI operations, and trust and safety solutions.

Our “Why?” is simple. Outsourcing generates billions in income and opportunities globally, but less than 2% reaches African communities. We’re changing that. By winning a share of the multi-billion dollar global BPO market for Africa, we are investing in a brighter future for the continent.

As a company, we’re obsessed with excellence. We ask smart questions to build a thorough understanding of our client's needs; then pour ourselves into delivering not just great work, but also a perfect user experience so that we stand out in what is a very crowded market.

The only commitment greater than the one we have to our clients is the one we have to our community. We are dedicated to carving out a place in the digital economy for young Africans, and we work tirelessly to equip them with the skills needed to build meaningful careers.

Workforce Planning & Forecasting

• Develop short-term and long-term staffing forecasts based on business trends, historical data, and growth projections.

• Create capacity plans to support operational requirements and budget targets.

• Analyze workload patterns and recommend staffing adjustments.

Scheduling & Resource Optimization

• Oversee scheduling processes to ensure optimal coverage across shifts and channels.

• Manage shrinkage, occupancy, utilization, and adherence metrics.

• Implement workforce optimization strategies to improve efficiency.

Real-Time Management

• Monitor intraday performance and take corrective actions to meet SLAs and KPIs.

• Coordinate with operations teams during volume fluctuations and critical situations.

• Drive decision-making using real-time dashboards and analytics.

Reporting & Analytics

• Prepare and present WFM performance reports to senior leadership.

• Identify trends, risks, and opportunities using data analysis.

• Develop actionable insights to improve operational performance.

Team Leadership

• Lead and mentor WFM analysts, planners, and team managers.

• Build a high-performance culture focused on accountability and continuous improvement.

• Conduct performance reviews, coaching, and development planning.

Stakeholder Management

• Collaborate with operations, finance, HR, and business units.

• Support strategic planning initiatives and operational reviews.

• Ensure alignment between workforce strategy and business goals.

Process Improvement & Automation

• Drive automation and process optimization initiatives.

• Implement best practices in workforce management.

• Support WFM system enhancements and tool implementation.

WHAT QUALIFICATIONS YOU’LL NEED

• Bachelor’s degree in Business, Operations, Statistics, or related field.

• 8–12+ years of experience in Workforce Management, preferably in BPO, customer service, or operations environments.

• 3–5+ years in a leadership or managerial role.

• Strong knowledge of forecasting, scheduling, capacity planning, and real-time management.

• Experience with WFM tools such as Assembled, NICE, Verint, Aspect, Genesys, or similar platforms.

• Advanced Excel and data analytics skills.

Preferred Skills

• Strong analytical and problem-solving abilities.

• Excellent communication and stakeholder management skills.

• Leadership and team development experience.

• Ability to work in fast-paced, matrixed environments.

• Knowledge of KPI management and operational excellence frameworks.

WHAT WE PROVIDE

Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun office culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their career. Our compensation and benefits are highly competitive.

PRIVACY STATEMENT

Any information you submit to Hugo as part of your application will be processed in accordance with Hugo’s Privacy Policy .

EQUAL OPPORTUNITY STATEMENT

Diversity, equity and inclusion are part of our DNA. Promoting and, where possible, improving diversity, equity and inclusion are a value-based and commercial necessity. We are an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, sex, gender identify, sexual orientation, neurodiversity, disability, or any other legally protected status.