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

ABOUT HUGO

Hugo is transforming the future of a continent by re-envisioning the future of its work. We exist to provide BPO excellence to our customers by investing heavily in the very best of African talent.

African communities currently reap less than 2% of a BPO market worth a staggering $430 billion annually. We are changing this.

Specializing in digital and AI operations, omnichannel customer support, and trust and safety solutions for some of the world’s largest tech and media companies, we are providing the continent’s university-educated youth with the skills necessary to build a meaningful career in the global digital economy. All whilst delivering industry-beating excellence for our clients.

As a culture, we’re Silicon Valley meets ECOWAS — English et en Français. We’re smart, dynamic, and ambitious. And we’re on a mission to win for our clients and for our people

Role Summary

The Real-Time Analyst (RTA) is responsible for monitoring live operations and ensuring service levels are maintained throughout the day. This role requires fast decision-making, strong situational awareness, and the ability to act proactively to prevent performance issues before they impact SLAs.

The ideal candidate thrives in a high-pressure, real-time environment and is comfortable making quick decisions while communicating clearly with both internal teams and clients.

Key Responsibilities

Real-Time Monitoring & SLA Management

• Monitor real-time performance across key metrics (SLA, service level, queue volumes, AHT, adherence).

• Track actual performance against forecasts and identify deviations early.

• Maintain continuous visibility on operational health across all channels (Voice, Chat, Email).

Intraday Management & Decision-Making

• Take immediate action to mitigate risks to service levels (e.g., reassigning agents, adjusting breaks, prioritizing queues).

• Proactively identify potential issues before they escalate and implement corrective measures.

• Balance multiple priorities in a fast-paced, constantly changing environment.

Communication & Escalation

• Provide real-time updates to stakeholders on performance, risks, and actions taken.

• Escalate critical issues promptly with clear context and recommended actions.

• Engage directly with clients in daily interactions, providing performance updates and insights.

Reporting & Insights

• Deliver hourly performance updates and end-of-day summaries.

• Provide clear, concise insights on performance drivers and operational gaps.

• Support continuous improvement through data-backed observations.

Required Skills & Qualifications

Experience

• 2–4 years of experience in WFM, operations, or contact center environments.

• Experience in real-time monitoring or intraday management is preferred.

• Client-facing experience is a strong advantage.

Core Skills

• Strong analytical thinking and rapid decision-making ability.

• High level of proactiveness and ownership.

• Ability to stay calm and effective under pressure.

• Strong situational awareness and prioritization skills.

• Excellent verbal and written communication.

Behavioral Competencies

• Decisive and action-oriented.

• Comfortable working in high-pressure, real-time environments.

• Clear and confident communicator.

• Inquisitive mindset with a focus on continuous improvement.

• Able to engage directly with clients without supervision.

Success Indicators

• Consistent SLA achievement through proactive interventions.

• Minimal service disruptions due to effective real-time management.

• Clear and timely communication with stakeholders and clients.

• Strong operational awareness and rapid issue resolution.