ABOUT HUGO

WHAT YOU'LL BE DOING

The ideal candidate will be responsible for ensuring optimal staffing levels and efficient resource allocation across projects through proactive supply planning, accurate forecasting, and effective real-time management.

KEY RESPONSIBILITIES

Supply Planning:

• Maintain a centralized repository of employee skills, experience, and employment status to facilitate effective project resource planning.
• Assist the WFM Manager in capacity planning and modeling to support hiring and resource allocation decisions.

Forecasting and Resourcing:

• Analyze internal and external factors (attrition, attendance, client requests, historical data) to forecast staffing needs and identify potential risks of understaffing or overstaffing.
• Manage workforce database, ensuring data accuracy and integrity for effective planning and reporting
• Coordinate resourcing activities, including the allocation of personnel to projects, and roles, optimizing utilization and skill matching
• Track and report on headcount movements between projects to ensure efficient resource allocation
• Manage ramp-up and ramp-down of resources based on client and business requirements
• Assist in coordination of assessments for internal promotions.
• Assist in the monitoring of the promotion bench.

Reporting:

• Monitor headcount against project requirements, flagging potential issues.
• Create ad-hoc reports and analysis for stakeholders to support operational decision-making..
• Manage the WFM staffing help desk.
• Generate and distribute daily, weekly, and monthly WFM performance reports, including key metrics such as Service Level, Occupancy, Utilization, and Adherence.

Optimization and Performance Tracking:

• Monitor leave consumption in coordination with scheduling to minimize impact on team operations.
• Assist in the monitoring of the promotion bench.
• Make real-time staffing adjustments, including managing overtime, holiday swaps, and responding to unexpected absences to identify and address potential productivity issues.
• Facilitate training and development opportunities to enhance the skills and capabilities of the WFM team.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Project Management, or a relevant field.
• Minimum of 1 year of experience as a Workforce Management Analyst or similar role within a customer service center.
• Proficient in the use of project management software (e.g., Microsoft Project, Monday.com).
• Excellent written and verbal communication skills.
• Being a subject matter expert with a deep understanding of the workflow fundamentals and tools.
• Proficient in the use of G-Suite (Google Workspace) apps.

DESIRED ATTRIBUTES

• Strong organizational and time-management skills.
• Ability to work independently and collaboratively in a team environment.
• Detail-oriented with a strong focus on accuracy.
• Experience with resource management and allocation.

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