Senior Manager – Workforce Management (WFM) at Hugo Technologies

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.