Jobs at Hugo Technologies

Role Summary

• The successful candidate will lead and scale Hugo’s Nigeria operations. You will oversee in-country client delivery, workforce management, legal and regulatory compliance, finance, IT and data security, facilities, and administration reporting into the CEO/Regional Head. Your focus will be on operational excellence, cost efficiency, and high client satisfaction. In addition, you will build a high‑performing local management team.

Core Responsibilities

Workforce Management

• Design and execute workforce strategy: staffing plans, recruiting, onboarding, rostering, performance management.
• Own total rewards: compensation benchmarking, benefits design, payroll accuracy, and incentive plans.
• Oversee learning & development to close skill gaps, reduce churn, and support career paths.
• Manage tooling/platform selection, vendor relationships, and end‑user adoption.

People Leadership

• Build and lead a local senior team (ops, HR, finance, legal, IT); mentor leaders and drive performance culture.
• Set clear objectives, conduct regular reviews, and manage succession planning.

Finance & Controls

• Drive cost optimization to meet target cost per billable agent.
• Own country P&L, budgeting, forecasting, and cash management.
• Ensure timely and clean audits (statutory, client, internal); implement strong internal controls and procurement discipline.

Legal & Compliance

• Ensure compliance with Nigerian labour law, tax, and sector regulations; prepare for and pass client and government audits.
• Own contracts, local statutory filings, work permits/visas (if applicable), and engagement with external counsel.
• Maintain up‑to‑date policies (HR, data protection, security) and lead internal compliance training.

IT & Data Security

• Partner with IT/security to implement and maintain SOC, network, endpoint protections, and business continuity/disaster recovery.
• Ensure GDPR/DPD/NDPR and client data protection requirements are met; manage incident response and reporting.

Facilities & Administration

• Manage office/operational sites, workplace safety, vendor contracts, and remote/hybrid site strategies.
• Optimize occupancy and workplace costs; ensure business continuity.

Required Experience & Skills

• 8–12+ years operational leadership in outsourcing/BPO, contact center, or service delivery; 5+ years senior management.
• Proven track record managing country operations in Nigeria or similar African markets.
• Strong P&L ownership, budgeting, and cost optimization experience.
• Deep knowledge of Nigerian employment law, tax, compliance, and audit processes.
• Experience with IT/security frameworks and compliance (NDPR, ISO 27001, SOC 2 desirable).
• Excellent client management, negotiation, and stakeholder engagement skills.
• Data‑driven, process oriented, strong change management capability.
• Relevant degree; MBA or professional qualification (CIPD, ACCA, CISSP) is a plus.
• Fluent in English; strong communication and presentation skills.

KPIs (primary)

• Cost per billable agent: $450 (target)
• Client SLA adherence: >=98%
• People NPS: >=7/10
• Government relations: zero fines / zero material regulatory findings
• Revenue retention/client churn (supporting KPI)
• Agent utilization and shrinkage metrics
• Audit findings: zero material exceptions

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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.

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Job Summary

• A Workforce Management (WFM) Planner is responsible for forecasting workload, creating staffing plans, scheduling resources, and ensuring optimal workforce utilization to meet operational and service-level goals.
• The role supports productivity, cost efficiency, and customer experience through accurate planning and real-time workforce analysis.

Key Responsibilities

• Analyze historical data and business trends to forecast staffing requirements.
• Prepare short-term and long-term workforce Capacity plans.
• Create and maintain employee schedules/rosters.
• Monitor service levels, occupancy, shrinkage, and adherence metrics.
• Coordinate with operations teams to align staffing with business demand.
• Manage intraday staffing adjustments and real-time scheduling changes.
• Generate daily, weekly, and monthly WFM reports and dashboards.
• Identify gaps in staffing and recommend optimization strategies.
• Support leave planning, shift management, and overtime control.
• Ensure compliance with labor policies and organizational standards.
• Collaborate with HR, Operations, and Training teams for manpower planning.

Qualifications

• Bachelor’s degree in Business, Mathematics, Statistics, Operations, or related field.
• 1–5 years of experience in Workforce Management, Resource Planning, or Operations Planning.
• Experience in BPO, customer support, contact center, logistics, or operations environments preferred.

Required Skills:

• Strong analytical and problem-solving abilities.
• Advanced knowledge of Excel and reporting tools.
• Good Understanding of forecasting and capacity planning concepts.
• Familiarity with WFM tools such as:
  • NICE IEX
  • Verint
  • Genesys Cloud
  • Calabrio
  • Assembled
• Good communication and stakeholder management skills.
• Ability to work in fast-paced operational environments.
• Knowledge of KPI metrics such as SLA, AHT, shrinkage, occupancy, and utilization.

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What you will be doing

• As a Brand Designer, you’ll help shape how Hugo shows up across digital, physical, and internal touchpoints. You’ll work across brand, marketing, employer branding, events, and sales initiatives to create thoughtful, high-quality creative that reflects the company’s evolving identity.
• This role is ideal for someone with strong graphic design fundamentals, a good eye for brand systems and layout, and the ability to move between conceptual and production work in a fast-paced environment.

Job Summary
Brand & Marketing Design:

• Design digital and print assets across marketing, sales, employer brand, and internal communications
• Create social media graphics, presentations, one-pagers, ads, event collateral, and branded materials
• Help evolve and maintain Hugo’s visual identity across multiple channels and initiatives
• Translate strategic ideas and messaging into clear, visually engaging creative

Campaign & Content Support:

• Collaborate with marketing, communications, people operations, and revenue teams on campaigns and launches
• Support event branding and creative production for conferences, activations, and partnerships
• Assist with creative concepts for employer branding, recruiting campaigns, and workforce engagement initiatives

Production & Execution;

• Prepare production-ready files for digital and print use
• Ensure consistency, accuracy, and attention to detail across all deliverables
• Manage multiple projects simultaneously while meeting deadlines in a fast-moving environment
• Incorporate feedback quickly and iterate efficiently

Creative Collaboration:

• Work closely with the team and stakeholders across the business
• Contribute ideas during brainstorming and campaign development
• Stay informed on design trends, creative tools, and emerging visual styles

Requirements
Experience:

• Minimum of 2 years of experience in graphic design, brand design, or visual communication
• Strong portfolio demonstrating branding, digital, and marketing design work
• Experience working in fast-paced or agency-style environments is a plus
• Experience designing for both digital and print formats

Skills & Competencies:

• Proficiency in Figma & Adobe Creative Suite (Photoshop, Illustrator, InDesign)
• Strong understanding of typography, layout, color, and visual hierarchy
• Ability to balance creativity with business and brand objectives
• Excellent attention to detail and organizational skills
• Strong communication and collaboration skills
• Ability to take feedback constructively and work independently when needed
• Motion design, video editing, or illustration skills are also a plus and will be strongly considered.