Latest AI JobsBrowse Jobs
Qonto logo

Senior Workforce Manager - Capacity Planning & BPO Strategy

QontoParisScalability
Apply on company site
Salary
Not listed
Job type
Full-time
Posted
27 Feb 2023
Status
Open · checked 7d ago

About this role

Qonto is hiring a full-time Senior Workforce Manager for Capacity Planning & BPO Strategy to lead global capacity planning frameworks based in Paris. This hands-on role suits an experienced workforce professional ready to shape operations across banking and customer care environments.

Role Overview

The Senior Workforce Manager for Capacity Planning & BPO Strategy owns the global capacity planning framework across all operational factories at Qonto, including Banking Operations, AML/Fraud, KYCB, and Customer Care & Success. Operating out of Paris, this position sets the methodologies used by every factory, maintains the consolidated budget view, and serves as the senior strategic and contractual owner of BPO relationships. Working under the guidance of Marie Piquemil, the Head of Operations Enablement, the person in this role designs the operational model and directs its implementation.

Key Responsibilities

Design and own the capacity planning framework by establishing reference models for volume drivers, full-time equivalent requirements, and BPO productive-hours alongside forecasting cadences.
Optimize the internal versus BPO capacity mix to balance workload coverage at optimal costs and minimal risks across all operational factories.
Manage the global BPO budget view, oversee actuals-versus-plan reporting for executives, coordinate with Finance on planning and reconciliation, and identify cross-factory cost efficiencies.
Lead strategic BPO relationships as the primary senior contact for partners regarding capacity, contracts, escalations, and invoice validation standards.
Enable and align factory-level WFM analysts by establishing standards, running dotted-line governance, and hosting monthly cross-factory alignment rituals for forecast reviews and capacity risks.

Requirements

Minimum of 5 years of professional experience in Workforce Management with practical exposure to both internal-agent and BPO-managed capacity models.
Demonstrated capability as a methodology builder who has previously designed or significantly overhauled capacity planning frameworks from the ground up.
Proven background in BPO vendor ownership, including managing outsourcing relationships, SLAs, invoicing, escalations, and vendor accountability.
Strong influence-based leadership skills to set standards, coach local relays, and drive adoption across semi-autonomous teams without direct reporting lines.
Complete professional fluency in both French and English.

Nice to Have

AI-curious mindset with a readiness to utilize artificial intelligence tools to accelerate workflows and adapt as the position evolves.

Skills and Tools

Workforce Management (WFM)
Capacity Planning
BPO Strategy and Vendor Management
Financial Budgeting and Cost Optimization
Forecasting and Data Analysis
Cross-functional Leadership
French and English Communication

About the Company

Founded in 2017, Qonto delivers Europe's leading finance workspace with banking at its core for small and medium-sized enterprises. The company supports over 750,000 customers across 8 European countries with a diverse team spanning more than 80 nationalities. Qonto has achieved profitability since 2023 and fosters a culture that prioritizes customer satisfaction, diversity, and the integration of advanced AI tools in everyday workflows.

How to Apply

Interested candidates should visit the official Qonto careers page to submit an application for the Senior Workforce Manager position.

Questions candidates ask

Where is this job located?

This position is based in Paris, France.

What department does this role belong to?

The role sits within the Scalability department at Qonto.

How many years of experience are required?

Candidates must have 5+ years of experience in Workforce Management.

Who will be the direct manager for this position?

The future manager for this role is Marie Piquemil, the Head of Operations Enablement.

What language proficiencies are required?

Fluency in both French and English is required for this role.

Ready to apply?

The application is on the official Qonto careers page.

Apply on company site