Workforce Management (WFM) & AI Platforms Expert

Workforce Management (WFM) & AI Platforms Expert

Kraków

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.

Przewodnik "Kariera w finansach i bankowości"

Przewodnik "Kariera w finansach i bankowości"

Przewodnik "Kariera w finansach i bankowości"

Przewodnik "Kariera w finansach i bankowości"

Workforce Management (WFM) & AI Platforms Expert