Senior Manager – Workforce Management (WFM) at Hugo Technologies

As entrepreneurs ourselves, we understand the unique challenges startups face managing their rollercoaster growth. We’ve lived it.

We know that even well-funded teams can lack the bandwidth to recruit, train, and integrate the operations staff needed to meet growing demand. And that even when the right employees are in place, many companies lack the crucial mid-management layer needed to drive employee performance and process improvements.

Hugo was created with the high-growth startup in mind. We custom build or augment existing operations teams for companies in scaling mode, leaving founders and senior management to focus on what matters most: growth.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.