Planner - 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.

WHAT YOU’LL BE DOING

A Workforce Management (WFM) Planner is responsible for forecasting workload, creating staffing plans, scheduling resources, and ensuring optimal workforce utilization to meet operational and service-level goals. The role supports productivity, cost efficiency, and customer experience through accurate planning and real-time workforce analysis.

Key Responsibilities

• Analyze historical data and business trends to forecast staffing requirements.

• Prepare short-term and long-term workforce Capacity plans.

• Create and maintain employee schedules/rosters.

• Monitor service levels, occupancy, shrinkage, and adherence metrics.

• Coordinate with operations teams to align staffing with business demand.

• Manage intraday staffing adjustments and real-time scheduling changes.

• Generate daily, weekly, and monthly WFM reports and dashboards.

• Identify gaps in staffing and recommend optimization strategies.

• Support leave planning, shift management, and overtime control.

• Ensure compliance with labor policies and organizational standards.

• Collaborate with HR, Operations, and Training teams for manpower planning.

Required Skills

• Strong analytical and problem-solving abilities.

• Advanced knowledge of Excel and reporting tools.

• Good Understanding of forecasting and capacity planning concepts.

• Familiarity with WFM tools such as:

  • NICE IEX

  • Verint

  • Genesys Cloud

  • Calabrio

  • Assembled

• Good communication and stakeholder management skills.

• Ability to work in fast-paced operational environments.

• Knowledge of KPI metrics such as SLA, AHT, shrinkage, occupancy, and utilization.

Qualifications

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

• 1–5 years of experience in Workforce Management, Resource Planning, or Operations Planning.

• Experience in BPO, customer support, contact center, logistics, or operations environments preferred.

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.

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