Head of Workforce Management
IG operates an award-winning trading platform and provides forex trading services, support, and educational resources through IG Academy.
Maintainer signals as of 8/23/2026
About IG
IG is a trading-services company offering an award-winning trading platform, including forex trading services in the US. Its website highlights instant support and educational resources through IG Academy, and warns users about the risks of leveraged CFD trading.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You lead a Bangalore-based workforce management team and own intraday operations across global regions. You manage adherence scheduling forecasting capacity planning dashboards reporting and productivity metrics across two contact centre environments. You establish response protocols identify root causes lead transformation work and develop team capability.
Requirements
- Proven WFM leadership or senior analyst experience in a large-scale contact centre BPO global captive or multi-channel customer service environment
- Deep knowledge of real-time management adherence shrinkage interval-level SLA dynamics and service-level protection
- Experience managing or mentoring RTAs
- Hands-on experience with NICE Genesys Verint Alvaria or a similar enterprise WFM platform
- Strong analytical skills using SQL Excel or BI tooling
- Ability to present WFM findings to operations managers and senior stakeholders
- Experience working across time zones in a global or multi-region WFM function is strongly preferred
- Confidence challenging forecasts schedules and data with evidence
- Experience with Assembled injixo Tymeshift QStory or similar AI-native WFM platforms is desirable
- Financial services fintech BFSI or regulated operations experience is desirable
- Experience with WFM system implementation or migration is desirable
- Experience across multiple contact centre environments is desirable
Responsibilities
- Lead and develop the workforce management and real-time analyst team
- Own intraday management across global operations
- Monitor adherence interval-level performance staffing coverage SLA trajectory and queue health
- Establish RTA alerting escalation and response protocols
- Build and maintain real-time dashboards
- Coordinate responses to volume spikes absences and demand changes
- Own short-term scheduling and forecasting
- Lead long-term headcount and capacity planning
- Define unified productivity metrics across contact centres
- Oversee shift swaps schedule changes and overtime requests
- Produce reporting packs with recommendations
- Identify root causes of adherence failures volume anomalies and scheduling gaps
- Drive workforce management transformation initiatives
- Manage performance reviews development conversations and team wellbeing
- Act as the escalation point for coverage issues and operational emergencies