Workforce Management (WFM) - Real-Time Analyst (RTA) at Hugo Technologies

Hugo is a Future-of-Work company. We build and manage remote teams in black communities for some of the world’s largest technology and media companies. We specialize in end-to-end machine learning data annotation and omnichannel support solutions that ultimately yield more inclusive outcomes for both black communities globally and our clients.

We are recruiting to fill the position below:

Job Title: Workforce Management (WFM) - Real-Time Analyst (RTA)

Location: Lagos

Role Summary

• The Real-Time Analyst (RTA) is responsible for monitoring live operations and ensuring service levels are maintained throughout the day. This role requires fast decision-making, strong situational awareness, and the ability to act proactively to prevent performance issues before they impact SLAs.
• The ideal candidate thrives in a high-pressure, real-time environment and is comfortable making quick decisions while communicating clearly with both internal teams and clients.

Key Responsibilities
Real-Time Monitoring & SLA Management:

• Monitor real-time performance across key metrics (SLA, service level, queue volumes, AHT, adherence).
• Track actual performance against forecasts and identify deviations early.
• Maintain continuous visibility on operational health across all channels (Voice, Chat, Email).

Intraday Management & Decision-Making:

• Take immediate action to mitigate risks to service levels (e.g., reassigning agents, adjusting breaks, prioritizing queues).
• Proactively identify potential issues before they escalate and implement corrective measures.
• Balance multiple priorities in a fast-paced, constantly changing environment.

Communication & Escalation:

• Provide real-time updates to stakeholders on performance, risks, and actions taken.
• Escalate critical issues promptly with clear context and recommended actions.
• Engage directly with clients in daily interactions, providing performance updates and insights.

Reporting & Insights:

• Deliver hourly performance updates and end-of-day summaries.
• Provide clear, concise insights on performance drivers and operational gaps.
• Support continuous improvement through data-backed observations.

Required Skills & Qualifications
Experience:

• 2 - 4 years of experience in WFM, operations, or contact center environments.
• Experience in real-time monitoring or intraday management is preferred.
• Client-facing experience is a strong advantage.

Core Skills:

• Strong analytical thinking and rapid decision-making ability.
• High level of proactiveness and ownership.
• Ability to stay calm and effective under pressure.
• Strong situational awareness and prioritization skills.
• Excellent verbal and written communication.

Behavioral Competencies:

• Decisive and action-oriented.
• Comfortable working in high-pressure, real-time environments.
• Clear and confident communicator.
• Inquisitive mindset with a focus on continuous improvement.
• Able to engage directly with clients without supervision.

Success Indicators:

• Consistent SLA achievement through proactive interventions.
• Minimal service disruptions due to effective real-time management.
• Clear and timely communication with stakeholders and clients.
• Strong operational awareness and rapid issue resolution.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online