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: Senior Manager – Workforce Management (WFM)
Location: Nigeria
What you will be doing
Workforce Planning & Forecasting:
- Develop short-term and long-term staffing forecasts based on business trends, historical data, and growth projections.
- Create capacity plans to support operational requirements and budget targets.
- Analyze workload patterns and recommend staffing adjustments.
Scheduling & Resource Optimization:
- Oversee scheduling processes to ensure optimal coverage across shifts and channels.
- Manage shrinkage, occupancy, utilization, and adherence metrics.
- Implement workforce optimization strategies to improve efficiency.
Real-Time Management:
- Monitor intraday performance and take corrective actions to meet SLAs and KPIs.
- Coordinate with operations teams during volume fluctuations and critical situations.
- Drive decision-making using real-time dashboards and analytics.
Reporting & Analytics:
- Prepare and present WFM performance reports to senior leadership.
- Identify trends, risks, and opportunities using data analysis.
- Develop actionable insights to improve operational performance.
Team Leadership:
- Lead and mentor WFM analysts, planners, and team managers.
- Build a high-performance culture focused on accountability and continuous improvement.
- Conduct performance reviews, coaching, and development planning.
Stakeholder Management:
- Collaborate with operations, finance, HR, and business units.
- Support strategic planning initiatives and operational reviews.
- Ensure alignment between workforce strategy and business goals.
Process Improvement & Automation:
- Drive automation and process optimization initiatives.
- Implement best practices in workforce management.
- Support WFM system enhancements and tool implementation.
Requirements
- Bachelor’s degree in Business, Operations, Statistics, or related field.
- 8–12+ years of experience in Workforce Management, preferably in BPO, customer service, or operations environments.
- 3–5+ years in a leadership or managerial role.
- Strong knowledge of forecasting, scheduling, capacity planning, and real-time management.
- Experience with WFM tools such as Assembled, NICE, Verint, Aspect, Genesys, or similar platforms.
- Advanced Excel and data analytics skills.
Preferred Skills:
- Strong analytical and problem-solving abilities.
- Excellent communication and stakeholder management skills.
- Leadership and team development experience.
- Ability to work in fast-paced, matrixed environments.
- Knowledge of KPI management and operational excellence frameworks.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/899989/senior-manager-workforce-management-wfm-at-hugo-te.html