Manager, Workforce Management
Job Description
About Hugo
Hugo is a Future-of-Work company. We build and manage remote teams in West Africa for some of the world's largest technology and media companies. We specialize in end-to-end machine learning data annotation and customer support solutions that ultimately yield more inclusive outcomes for our clients and their customers.
As a company, we're obsessed with excellence. We ask smart questions to build a thorough understanding of our customer's needs; then pour ourselves into delivering not just great work, but also a perfect user experience so that we stand out in what is a very crowded market.
The only commitment greater than the one we have to our customers is the one we have to our people. We are dedicated to carving out a place in the digital economy for young Africans, so we work tirelessly to equip them with the skills needed to build meaningful careers.
As a culture, we're Silicon Valley meets ECOWAS. We're youthful, sharp, dynamic, and fresh. We're Lagos and Dakar, in English et en Français, and we're on a mission to win for our communities and our clients!
What You'll Be Doing
The Manager, Workforce Management will focus on Planning & Forecasting and will be responsible for building accurate, scalable, and data-driven demand forecasts and translating them into capacity and hiring plans that enable Hugo to deliver world-class CX while optimizing cost.
This role is critical in supporting rapid client growth, multi-channel operations (voice, chat, email, async), and global workforce scaling
Key Responsibilities- Demand Forecasting
- Develop short-term, mid-term, and long-term forecasts (interval, daily, weekly, monthly)
- Use historical data, trends, and business drivers to predict volume
- Build driver-based forecasting models (e.g., user growth, campaigns, product launches)
- Continuously improve forecast accuracy
- Capacity Planning
- Convert forecasts into FTE requirements and hiring plans
- Build and maintain:
- Shrinkage models
- Productivity assumptions
- Ramp curves for new hires
- Perform scenario planning (what-if analysis)
- Deliver capacity outlooks (30-60-90 days and beyond)
- Financial & Cost Alignment
- Partner with Finance and Operations to:
- Align staffing with budgets
- Optimize cost per contact / cost per FTE
- Provide insights on:
- Over/under staffing impact
- Efficiency opportunities
- Stakeholder Management
- Act as the single point of contact for planning insights
- Partner with:
- Operations leaders
- Client stakeholders
- Scheduling & RTM teams
- Present forecast assumptions and risks clearly
- Performance Analysis
- Analyze:
- Forecast vs actual performance
- Variance drivers
- Demand patterns
- Identify improvement opportunities and recommend actions
- Process & Automation
- Build scalable planning processes
- Implement:
- Forecasting automation
- Data pipelines
- Predictive models
- Leverage tools like:
- Tableau
- Power BI
- WFM platforms (NICE IEX / Verint / Calabrio)
- Team Leadership
- Manage and mentor:
- Forecasting analysts
- Capacity planners
- Drive a culture of:
- Data-driven decision making
- Continuous improvement
Must-Have
Required Skills & Qualifications- 8+ years in WFM (forecasting & planning) in BPO/CX environment
- Strong expertise in:
- Forecasting models (time series, regression, driver-based)
- Capacity planning
- Advanced Excel / Google Sheets
- Experience with WFM tools (NICE, Verint, Calabrio)
- Experience in chat / async / concurrency environments
- SQL / Python for data analysis
- Exposure to AI/ML forecasting models
- Experience in high-growth or startup environments
- Strong analytical thinking
- Business acumen
- Stakeholder management
- Problem-solving mindset
- Ability to simplify complex data into actions
What We Provide
Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun office culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their career.Our compensation and benefits are highly competitive.
PRIVACY STATEMENT
Any information you submit to Hugo as part of your application will be processed in accordance with Hugo's Privacy Policy.
EQUAL OPPORTUNITY STATEMENT
Diversity, equity and inclusion are part of our DNA. Promoting and, where possible, improving diversity, equity and inclusion are a value-based and commercial necessity. We are an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, sex, gender identify, sexual orientation, neurodiversity, disability, or any other legally protected status
Hugo is transforming the future of a continent by re-envisioning the future of its work. We exist to provide BPO excellence to our customers by investing heavily in the very best of African talent.
African communities currently reap less than 2% of a BPO market worth a staggering $430 billion annually. We are changing this.
Specializing in digital and AI operations, omnichannel customer support, and trust and safety solutions for some of the world's largest tech and media companies, we are providing the continent's university-educated youth with the skills necessary to build a meaningful career in the global digital economy.All whilst delivering industry-beating excellence for our clients.
As a culture, we're Silicon Valley meets ECOWAS — English et en Français. We're smart, dynamic, and ambitious. And we're on a mission to win for our clients and for our people