Senior Manager – Workforce Management (WFM) at Hugo Technologies

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.