Workforce Management (WFM) - Real-Time Analyst (RTA)

Hugo is hiring a Real-Time Analyst to keep live operations running smoothly and protect service-level agreements in a fast-moving contact-center environment.

What it offers

• A role focused on real-time monitoring, intraday management, and proactive issue prevention to maintain SLA, service level, queue volumes, AHT, and adherence.
• Daily client engagement and clear communication of performance updates and insights.
• Opportunity to work in a bilingual (English/Français) culture that blends Silicon Valley agility with ECOWAS ambition.

Who can apply

• Candidates with 2–4 years of experience in workforce management, operations, or contact-center environments.
• Experience in real-time monitoring or intraday management is preferred.
• Client-facing experience is a strong advantage.

What you'll do

• Monitor live dashboards for deviations and take immediate corrective action (e.g., reassigning agents, adjusting breaks, prioritizing queues).
• Provide hourly updates and end-of-day summaries to stakeholders.
• Escalate critical issues promptly with clear context and recommended actions.
• Engage directly with clients on performance and improvement opportunities.

How to apply

• Visit the Hugo careers site and select “Workforce Management (WFM) – Real-Time Analyst (RTA)”.
• Submit your application through the portal.