Hugo

Manager

• 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.
• 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.
• Monitor intraday performance and take corrective actions to meet SLAs and KPIs.
• Prepare and present WFM performance reports to senior leadership.
• Lead and mentor WFM analysts, planners, and team managers.
• Drive automation and process optimization initiatives.

Senior Manager – Workforce Management, WFM

Artificial Intelligence

• Lead the end-to-end delivery, scaling, and evolution of Generative AI services
• Translate client objectives into executable operating models
• Design fast, low-risk pilots that validate quality and workflow complexity
• Act as a senior delivery counterpart to client PjMs and product leaders

Senior Program Lead, Generative AI Operations

Program Manager

• Serve as primary executive client contact, providing operational strategy, insight, and business growth guidance
• Drive client satisfaction, retention, and expansion; lead QBRs/MBRs with actionable insights and innovation roadmaps
• Translate client objectives into operational strategies, KPIs, and workflow priorities
• Oversee commercial aspects of the account, including contract compliance, renewals, and pricing discussions
• Ensure SLA and quality performance across Lagos, Johannesburg, Cape Town, and Missouri
• Standardize delivery while adapting to local labor markets, cultural contexts, and operational realities
• Implement governance, KPI monitoring, risk management, and continuous improvement frameworks
• Build, mentor, and scale a high-performing leadership team (Senior/Operations Managers)

Program Director – Service Delivery

Customer Support

• Onboarding and enrollment support — guiding individuals through registration, account setup, and program onboarding; typically the highest-volume interaction type
• Service and status inquiries — responding to questions about the status of requests, referrals, orders, or pending actions and explaining next steps clearly
• Benefits and coverage questions — explaining what is included under a member's plan, addressing billing questions, and supporting plan or account changes
• Care navigation and escalation — directing individuals to the appropriate clinical or specialist team when a question falls outside the representative's scope
• Follow-up and outreach — returning missed calls and voicemails within SLA; a consistent part of daily workflow
• Ticket and case management — logging, tracking, and resolving interactions across phone and digital channels using a CRM or case management platform
• Multi-system navigation — working across multiple platforms simultaneously, including CRM, communication, and knowledge management tools
• Quality and productivity targets — meeting defined KPIs for answer rate, handle time, wrap-up, and quality scores
• Training participation — completing all required training phases, including self-paced learning, shadowing, nesting, and ongoing quality calibration

Senior Manager – Workforce Management, WFM

Senior Program Lead, Generative AI Operations

Program Director – Service Delivery

Healthcare Support Representative