Senior Manager, Workforce Planning & Management – Hugo Technologies

Job Description

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.
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