Senior Manager – Workforce Management, WFM

Hugo

Senior Manager in Workforce Management at Hugo, leading remote workforce planning and optimization. Fostering operational excellence in a global BPO environment focused on African talent.

Posted 5/26/2026full-timeRemote • 🌎 Anywhere in the WorldSeniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

staffing forecastscapacity planningworkload analysisscheduling processesshrinkage managementoccupancy metricsutilization metricsadherence metricsworkforce optimizationdata analytics

Soft Skills

leadershipmentoringcommunicationpresentation skillsanalytical thinkingproblem-solvingteam managementstrategic planningcollaborationadaptability

Tools & Technologies

AssembledNICEVerintAspectGenesysExcelWFM toolsdata visualization toolsperformance reporting toolsautomation software

Industry Keywords

Workforce ManagementBPOcustomer serviceoperationsforecastingschedulingreal-time managementKPISLAprocess optimization

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Competitive salary
Flexible working hours
Professional development budget
Home office setup allowance
Global team events