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 o...
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The CX Delivery & Site Lead will establish and manage Hugo’s CX delivery operations in Cape Town. This leader will oversee local hiring, training coordination, client delivery oversight, and workforce performance — ensuring the site scales effectively while maintaining Hugo’s global standards for quality, efficiency, and culture.
Key Responsibilities
Lead end-to-end setup of the CX delivery function in Cape Town, from initial hiring to operational readiness.
Manage local team leads, trainers, and support staff to ensure smooth ramp-up and daily execution.
Liaise closely with central Delivery, WFM, and QA teams in Lagos to align processes and performance reporting.
Oversee hiring pipelines in partnership with the central Recruitment & HR teams.
Coordinate onboarding and training schedules in collaboration with the L&D team.
Ensure adherence to SLA, quality, and productivity standards for all projects running from Cape Town.
Conduct regular performance reviews, coaching, and feedback sessions with TLs and agents.
Support client onboarding and account transitions where Cape Town teams are involved.
Drive a strong performance and service-obsessed culture within the site.
Collaborate with the Office & Admin Coordinator to maintain a safe, productive, and engaging workspace.
Qualifications
5–7 years of experience in customer experience or operations management, preferably in BPO environments
Proven ability to manage cross-functional delivery teams and multiple client accounts.
Experience leading new site setups or scaling delivery hubs is highly preferred.
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