Senior Workforce Manager - Capacity Planning & BPO Strategy

Responsibilities

• Design and own the global capacity planning framework, including volume drivers, FTE requirements, and forecasting templates.
• Optimize the capacity mix between internal agents and BPO partners to balance workload, cost, and risk.
• Manage the global BPO budget, providing actuals-vs-plan reporting for executives and reconciling with Finance.
• Lead strategic BPO relationships, overseeing contracts, SLAs, escalations, and invoice validation standards.
• Align factory-level WFM analysts through governance, setting operating cadences and conducting monthly alignment rituals.

Requirements

• 5+ years of experience in Workforce Management (WFM) with deep exposure to BPO and internal capacity models.
• Proven experience designing or overhauling capacity planning frameworks from scratch.
• Experience managing BPO vendor relationships at a strategic and contractual level.
• Strong influence and leadership skills, with the ability to drive adoption across semi-autonomous teams.
• An AI-curious mindset and a desire to use emerging tools to optimize operational workflows.

Benefits

• A founding mandate within a brand-new, centralized operations function.
• Real autonomy over a strategic mission with high executive visibility.
• The opportunity to play a key role in Qonto's banking license transition and operational scaling.
• A collaborative environment that values diversity and merit-based growth.

About the Company

Qonto is Europe's leading finance workspace for SMEs, providing banking and financial tools to help businesses succeed. Founded in 2017, we serve over 600,000 customers across 8 European countries and are committed to a culture of customer satisfaction and innovation.