ABOUT HUGO

WHAT YOU'LL BE DOING

The CX Workforce Management (WFM) Manager is a critical leadership role responsible for optimizing our multi-channel Customer Experience operations. This role will lead the end-to-end WFM cycle, including forecasting, scheduling, and real-time/intraday management, to ensure optimal staffing levels, meet service level agreements (SLAs), drive operational efficiency, and maintain a positive employee and customer experience. The successful candidate will be a strategic thinker with deep analytical skills and a proven track record in WFM leadership within a high-volume contact center or customer service environment.

Strategic Oversight

• Align workforce strategies with business objectives to drive organizational success.
• Establish standardized processes for Service Delivery workforce planning, resource allocation, and optimization.
• Lead workforce management initiatives focused on continuous improvement of WFM
• Ensure the accuracy and reliability of workforce data to inform decision-making.
• Develop tools and models to optimize resource allocation by analyzing demand, supply, and capacity, while providing expert advice to internal stakeholders on enhancing resource utilization.

• Oversee the creation of efficient schedules to match staffing to predicted demand, ensuring adequate coverage to meet service level targets.
• Lead the real-time/intraday WFM team (if applicable) to monitor performance, adherence, and attendance, making dynamic adjustments to schedules, breaks, and resource allocation to mitigate service impacting events.

Workforce Planning and Resourcing

• Lead workforce forecasting and ensure that headcount tracking meets the dynamic needs of Service Delivery teams.
• Create processes and tools for analyzing demand, supply, and capacity to optimize resource allocation and ensure efficient project delivery.
• Liaise with People and Talent Hub teams to ensure that project staffing requirements are met effectively.
• Develop long-term resourcing plans in collaboration with project teams, ensuring a continuous pipeline of talent to meet evolving project demands.
• Respond promptly to client inquiries regarding project capacity demand and supply.

Resource Allocation and Optimization

• Oversee the strategic allocation of staff across multiple service delivery projects, ensuring efficient resource utilization.
• Manage and audit workforce capacity in complex and large-scale operational environments
• Prioritize project resources based on business and client needs while optimizing staffing to prevent under- or overstaffing.
• Direct program allocation and workforce distribution to ensure continuity and efficiency in service delivery across all projects.
• Monitor and document resource allocation across projects to ensure seamless system integration.

Stakeholder Management

• Build and maintain strong relationships with key internal stakeholders, including HR, finance, and Service Delivery teams, to align workforce efforts with broader organizational goals.
• Act as the primary liaison for workforce planning insights, ensuring that leadership and project leads are well-informed of resource capacities and constraints.
• Align stakeholder expectations with workforce capabilities to mitigate operational bottlenecks.

Business Insights and Reporting

• Analyze workforce data and trends to provide actionable recommendations for staffing adjustments, cost optimization, and enhanced efficiency.
• Share insights with leadership to support decision-making and drive workforce planning strategies that align with growth and expansion.
• Proactively identify risks associated with workforce shortages or surpluses and propose actionable solutions.

Team Management

• Lead and develop the WFM Analysts team, fostering a culture of collaboration, accountability, and continuous improvement.
• Set clear performance expectations and provide regular feedback to team members to support their professional growth.
• Facilitate training and development opportunities to enhance the skills and capabilities of the WFM team.

QUALIFICATIONS

• Bachelor's degree required; additional qualifications preferred.
• 5-7 years of experience in workforce management or related roles. Experience in the outsourcing industry is an added advantage.
• Proven analytical skills and advanced proficiency in spreadsheet software (e.g., Microsoft Excel, Google Sheets) for data analysis, modeling, and reporting.
• Excellent communication and presentation skills, with a track record of working with senior leaders and cross-functional teams.
• Strong organizational skills and attention to detail in managing complex workforce scenarios
• Excellent presentation, written, and verbal communication skills, with the ability to effectively collaborate with clients, team members, and other business stakeholders.
• Proficient in the use of G-Suite (Google Workspace) apps.

DESIRED ATTRIBUTES

• Experience and understanding of WFM nuances for Nigeria and Africa
• Ability to work independently and collaboratively in a team environment.
• Ability to work in a fast-paced environment and drive results
• Possesses a strong analytical mindset complemented by excellent interpersonal skills.

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

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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