Workforce Management (WFM) & AI Platforms Expert

Job Description

Minimum compensation: starting from 16 000 PLN. The final offer will be determined based on the candidate's experience and competencies.

Workforce Management (WFM) & AI Platforms Expert

Department: Customer Experience

Reports to: Head of Customer Experience

About IG Group

IG Group is a global leader in online trading and investments. Our success depends on delivering exceptional customer experiences — and that starts with ensuring our people are supported by best-in-class workforce planning, AI-powered forecasting, and intelligent scheduling. We are investing in modern AI-native WFM platforms to optimise performance, productivity, and employee engagement across our global operations.

Role Purpose

We are seeking a WFM & AI Platforms Expert to drive the design, implementation, and optimisation of workforce management strategies and systems. This role will be the go-to authority for WFM processes and technology, ensuring that we harness the power of both established enterprise solutions and progressive, AI-native platforms to improve forecasting accuracy, scheduling efficiency, and real-time workforce agility.

You’ll partner with operations, technology, and vendor teams to ensure that customer support teams are always equipped, resourced, and empowered to deliver outstanding service.

Key Accountabilities

• Workforce Management Strategy
• Lead forecasting, capacity planning, scheduling, and real-time management across global operations.
• Ensure WFM processes are optimised for accuracy, efficiency, and adaptability.
• AI WFM Platform Expertise
• Act as the subject matter expert for workforce management platforms, with expertise across:
• Enterprise solutions: NICE, Genesys, Verint, Alvaria
• Progressive / AI-native platforms: Assembled, Playvox, Calabrio, injixo, CommunityWFM, Tymeshift, QStory
• Design, configure, and optimise workflows to leverage AI forecasting, predictive scheduling, and automated insights.
• Continuously assess emerging WFM technologies and recommend innovations.
• Operational Excellence
• Partner with Customer Support, Trading Services, and other business functions to align WFM practices with business goals.
• Deliver actionable insights and dashboards to senior leaders on staffing, demand trends, and productivity.
• Support business continuity through scenario planning and agile resourcing.
• Continuous Improvement & Change Leadership
• Champion adoption of AI-driven WFM capabilities across the business.
• Use data and analytics to identify opportunities for performance improvement and employee experience enhancements.
• Contribute to workforce engagement by ensuring fair, transparent, and flexible scheduling.

Core Competencies

• Analytical & Data-Driven – Strong ability to interpret data and apply insights to improve workforce efficiency.
• Digital & AI Fluency – Deep knowledge of both enterprise WFM platforms and new-generation AI-native tools.
• Problem-Solving – Anticipates operational challenges and designs effective WFM solutions.
• Collaboration & Influence – Builds trusted partnerships across operations, technology, and vendor teams.
• Adaptability – Thrives in a dynamic, fast-paced environment with changing demands.
• Customer & Employee Focus – Balances service excellence with colleague experience when designing solutions.

Experience & Skills

Essential

• Proven expertise in workforce management within a large-scale, customer-focused environment.
• Hands-on experience with both enterprise WFM platforms (e.g., NICE, Genesys, Verint) and progressive/AI-native solutions (e.g., Assembled, Playvox, Calabrio, injixo, CommunityWFM, Tymeshift, QStory).
• Strong understanding of AI/ML-driven forecasting, scheduling, and optimisation tools.
• Proficiency in data analysis and reporting (Excel, SQL, BI tools, or similar).
• Experience engaging senior stakeholders with actionable workforce insights.

Desirable

• Background in financial services, fintech, or global operations.
• Experience implementing or migrating to next-generation WFM platforms.
• Familiarity with integration of WFM with telephony, CRM, and digital service platforms.
• Knowledge of employee engagement and wellbeing strategies in workforce planning.

Why Join Us

At IG Group, you will:

• Lead the future of workforce optimisation through AI-native tools.
• Ensure our global teams have the right people in the right place at the right time.
• Play a key role in enhancing both customer experience and employee satisfaction.
• Be part of an innovative, inclusive, and forward-thinking organisation.