Senior Manager, Workforce Planning & Management at Hugo Technologies

Role Overview

• We are seeking a structured, highly-analytical professional to lead our Workforce Management (WFM) function across Nigeria, Senegal and Kenya.
• In this role you will improve the overall productivity and effectiveness of our workforce, identify and manage workforce risks, and improve the link between people expenditure and business outcomes.

Who You’ll Work With:

• The successful candidate will join Hugo’s service delivery team in Lagos, Nigeria, and will report to the Head of Service Delivery. 

Key Responsibilities

• Oversee capacity planning, scheduling, and real time resource management for our distributed data annotation workforce across multiple clients and workflows.
• Monitor weekly and intra-week work volume, average handle time, shrinkage and other critical staffing metrics to report out on trends and opportunity areas.
• Proactively identify staffing gaps, and work with the recruiting team to address. 
• Oversee scheduling of non-production activities to minimize impact on SLAs (e.g. training, meetings, organizational activities, etc.).
• Build reporting for daily/weekly/monthly summaries on service levels, schedule adherence, performance & other ad-hoc needs. 
• Run “what if” scenario models and stress test staffing plans to minimize exposure to possible interruptions.
• Lead data-driven initiatives that will improve the productivity, effectiveness, and/or satisfaction of our workforce.
• Work cross-functionally to develop and execute workforce optimization initiatives, with appropriate change management and thoughtful communications strategies.
• Interact with the workforce in an operationally excellent, clear, and empathetic manner.
• Partner with the broader service delivery leadership to drive continuous optimization across WFM.

Qualifications

• Bachelor's Degree in STEM field preferred; Master’s Degree a plus.
• 10+ years in workforce management; experience supporting US/EU clients as BPO partner preferred.
• 3+ years formal management / team leadership experience required.
• Superior organizational skills, including the ability to manage multiple projects simultaneously and respond effectively in a dynamic working environment.
• Comfort analyzing large datasets to extract and communicate findings or next steps.
• Structured, logical, and creative thinking: the ability to dissect a problem using a critical approach and iteratively test solutions.
• Ability to balance high-level strategic thinking with hands-on tactical tasks.
• Excellent written and oral communications skills required.
• Experience with WFM software (Verint, NICE IEX, Aspect, etc.) required.
• Advanced proficiency in Excel and SQL required.
• Proficiency in data visualization and data analytics software (e.g. Tableau, Power BI) a plus

About You:

• Self-starter, self-disciplined and target focused. 
• Perfectionist at heart.
• Servant leader.
• Kind, but firm.

What We Offer

• A competitive total compensation and benefits package.
• A business model that makes sense for Africa.
• A high-calibre, fun team committed to the continent.
• Large-scale impact.