Senior Workforce Manager - Capacity Planning & BPO Strategy

Skills this role screens for

About the role

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Join us as Senior Workforce Manager – Capacity Planning & BPO Strategy to own the global capacity planning framework across all of Qonto's Ops factories — Banking Operations, AML/Fraud, KYCB, and Customer Care & Success. You'll set the methodology every factory uses, hold the consolidated budget view, and be the senior owner of BPO relationships at a strategic and contractual level. This is a hands-on build-and-run role: you'll design the model and direct its rollout, under the guidance of Marie Piquemil https://www.linkedin.com/in/mariepiquemil/?locale=en, our Head of Operations Enablement.

• Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.7 on Trustpilot, https://www.trustpilot.com/review/qonto.com based on 60,000 reviews. Our culture https://qonto.com/en/careers/culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here https://medium.com/qonto-way/the-qonto-way-our-culture-is-our-strategy-90defd4895f9).
• Our journey: Founded in 2017 by Alexandre https://www.linkedin.com/in/aprot/ and Steve https://www.linkedin.com/in/steveanavi/, Qonto has grown to 1,700 Qontoers serving over 750,000 customers across 8 European countries. We have been profitable since 2023, and we are just getting started.
• Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process https://medium.com/qonto-way/a-recruiters-dilemma-confronting-bias-in-hiring-b78acce148eb because the best teams are built on merit.
• AI at Qonto: AI is deeply embedded in how we work (here https://medium.com/qonto-way/ai-at-qonto-vision-statement-725a7e2f659b) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it.

The work

WHAT YOU'LL DO

• Design and own the capacity planning framework: You'll build the reference model — volume drivers, FTE requirements, BPO productive-hours — and set the forecasting cadence, templates, and definitions every factory's WFM analyst works from.
• Optimise the internal vs. BPO capacity mix: You'll build the system that determines the right balance of internal agents and BPO capacity to cover workload at the lowest sustainable cost and risk, across all factories.
• Own the global BPO budget view: You'll hold the actuals-vs-plan picture for exec reporting, interface with Finance on planning and reconciliation, and surface cross-factory cost inefficiencies invisible at the local level.
• Lead BPO relationships at a strategic level: You'll be the senior point of contact for BPO partners on capacity, contracts, and escalations — and define the invoice validation standard used across all factories.
• Enable and align factory-level WFM analysts: You'll set the standards and operating cadence for factory analysts through dotted-line governance, and run the monthly cross-factory alignment ritual covering forecast review, capacity risk, and invoice anomalies.

Who they want

WHAT WE'RE LOOKING FOR

• WFM leadership with BPO depth: You've got 5+ years in Workforce Management, with hands-on exposure to both BPO-managed and internal-agent capacity models.
• Methodology builder, not just operator: You've designed or significantly overhauled a capacity planning framework — you know what it takes to build one from scratch, not just run what's already there.
• BPO vendor ownership: You've managed outsourcing relationships at a contractual and strategic level — SLAs, invoicing, escalations — and held partners accoun