Manager, Workforce Management

Hugo is transforming the future of a continent by re-envisioning the future of its work. We exist to provide BPO excellence to our customers by investing heavily in the very best of African talent.

African communities currently reap less than 2% of a BPO market worth a staggering $430 billion annually. We are changing this.

Specializing in digital and AI operations, omnichannel customer support, and trust and safety solutions for some of the world’s largest tech and media companies, we are providing the continent’s university-educated youth with the skills necessary to build a meaningful career in the global digital economy. All whilst delivering industry-beating excellence for our clients.

As a culture, we’re Silicon Valley meets ECOWAS — English et en Français. We’re smart, dynamic, and ambitious. And we’re on a mission to win for our clients and for our people

A BOUT H UGO

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.

Scheduling & Intraday Management

Workforce Planning and Resourcing

Resource Allocation and Optimization

Stakeholder Management

Business Insights and Reporting

Team Management

QUALIFICATIONS

DESIRED ATTRIBUTES

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