Workforce Management (WFM) & AI Platforms Expert

Job Title 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.