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Hugo

We’re not traditional outsourcers. We’re built to be your partners in progress and your catalysts for growth.

Manager, Workforce Management

ManagerManagerFull TimeRemoteSeniorTeam 1,001-5,000Since 2017H1B SponsorCompany SiteLinkedIn

Location

Nigeria

Posted

70 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Manager, Workforce Management

Hugo

• The CX Workforce Management (WFM) Manager is responsible for optimizing multi-channel Customer Experience operations • Lead the end-to-end WFM cycle including forecasting, scheduling, and real-time/intraday management • Ensure optimal staffing levels and meet service level agreements (SLAs) • Drive operational efficiency and maintain a positive employee and customer experience • Analyze workforce data and trends to provide actionable recommendations for staffing adjustments, cost optimization, and enhanced efficiency • Set clear performance expectations and provide regular feedback to team members to support their professional growth

Job Requirements

  • Bachelor's degree required; additional qualifications preferred
  • 5-7 years of experience in workforce management or related roles
  • Experience in the outsourcing industry is an added advantage
  • Proven analytical skills and advanced proficiency in spreadsheet software (e.g., Microsoft Excel, Google Sheets)
  • Excellent communication and presentation skills, with a track record of working with senior leaders and cross-functional teams
  • Strong organizational skills and attention to detail in managing complex workforce scenarios
  • Excellent presentation, written, and verbal communication skills
  • Proficient in the use of G-Suite (Google Workspace) apps

Benefits

  • competitive salary
  • hybrid work environment that balances employee flexibility with a collegial, fun office culture
  • dynamic environment where ambitious professionals can make a measurable impact and accelerate their career

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