Manager, Workforce Management

About us

Hugo is committed to Africa, to the future of its workforce, and to building an opportunity-engine worthy of both. Our path: we build high-performing remote-teams for some of the world’s largest technology and media companies, and specialize in omnichannel customer support, digital and AI operations, and trust and safety solutions.

Our “Why?” is simple. Outsourcing generates billions in income and opportunities globally, but less than 2% reaches African communities. We’re here to change that.    

As a company, we’re obsessed with excellence—we ask smart questions to build a thorough understanding of our clients’ needs; then pour ourselves into delivering not just great work, but also a perfect user experience. 

The only commitment greater than the one we have to our clients is the one we have to our community. We are dedicated to carving out a place in the digital economy for bright, young Africans, and we work tirelessly to equip them with the skills needed to build meaningful careers. Join us!

ROLE OVERVIEW

As the Workforce Manager, you will spearhead the strategic direction of workforce planning, resource optimization, and capacity management for our Service Delivery teams in Nigeria and across Africa. Your role is crucial in ensuring that staffing and resource allocation are efficient, aligned with organizational goals, and facilitate the effective delivery of services to our clients.

This position demands a strategic thinker with extensive expertise in workforce planning, resource allocation, and a keen understanding of the unique nuances of workforce management (WFM) in Nigeria and Africa. You will possess a proven ability to manage large teams resourcing for complex projects, ensuring that staffing levels are maintained while optimizing resources to meet the diverse demands of our client base.

KEY RESPONSIBILITIES

Strategic Oversight

• Align workforce strategies with business objectives to drive organizational success.
• Establish standardized processes for Service Delivery workforce planning, resource allocation, and optimization.
• Lead workforce management initiatives focused on continuous improvement of WFM
• Ensure the accuracy and reliability of workforce data to inform decision-making.
• Develop tools and models to optimize resource allocation by analysing demand, supply, and capacity, while providing expert advice to internal stakeholders on enhancing resource utilization.

Workforce Planning and Resourcing

• Lead workforce forecasting and ensure that headcount tracking meets the dynamic needs of Service Delivery teams.
• Create processes and tools for analysing demand, supply, and capacity to optimize resource allocation and ensure efficient project delivery.
• Liaise with People and Learning & Development (L&D) teams to ensure that project staffing requirements are met effectively.
• Develop long-term resourcing plans in collaboration with project teams, ensuring a continuous pipeline of talent to meet evolving project demands.
• Respond promptly to client inquiries regarding project capacity demand and supply.

Resource Allocation and Optimization

• Oversee the strategic allocation of staff across multiple service delivery projects, ensuring efficient resource utilization.
• Manage and audit workforce capacity in complex and large-scale operational environments.
• Prioritize project resources based on business and client needs while optimizing staffing to prevent under- or overstaffing.
• Direct program allocation and workforce distribution to ensure continuity and efficiency in service delivery across all projects.
• Monitor and document resource allocation across projects to ensure seamless system integration.

Stakeholder Management

• Build and maintain strong relationships with key internal stakeholders, including HR, finance, and operations teams, to align workforce efforts with broader organizational goals.
• Act as the primary liaison for workforce planning insights, ensuring that leadership and project leads are well-informed of resource capacities and constraints.
• Align stakeholder expectations with workforce capabilities to mitigate operational bottlenecks.

Business Insights and Reporting

• Analyse workforce data and trends to provide actionable recommendations for staffing adjustments, cost optimization, and enhanced efficiency.
• Share insights with leadership to support decision-making and drive workforce planning strategies that align with growth and expansion.
• Proactively identify risks associated with workforce shortages or surpluses and propose actionable solutions.

Team Management

• Lead and develop the WFM team, fostering a culture of collaboration, accountability, and continuous improvement.
• Set clear performance expectations and provide regular feedback to team members to support their professional growth.
• Facilitate training and development opportunities to enhance the skills and capabilities of the WFM team.

QUALIFICATIONS

• 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..
• 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, with the ability to effectively collaborate with clients, team members, and other business stakeholders.
• Proficient in the use of G-Suite (Google Workspace) apps.

 

DESIRED ATTRIBUTES

• Experience and understanding of WFM nuances for Nigeria and Africa
• Ability to work independently and collaboratively in a team environment.
• Ability to work in a fast-paced environment and drive results
• Possesses a strong analytical mindset complemented by excellent interpersonal skills.

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WHAT WE OFFER:

• Competitive compensation and benefits package. 
• Opportunities for professional growth and development. 
• A supportive and collaborative work environment. 
• Access to cutting-edge technology and tools.

 

WHAT WE PROVIDE

Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun “office” culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their career. Our compensation and benefits are highly competitive.