Senior Workforce Manager – Capacity Planning, BPO Strategy

Qonto

. Own the global capacity planning framework across Qonto's Banking Operations, AML/Fraud, KYCB, and Customer Care & Success factories .

Posted 9/29/2026full-timeParis • FranceSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Workforce Management, with a focus on capacity planning frameworks, BPO management, and cross-factory alignment. Proficient in optimizing resource allocation and managing outsourcing relationships while ensuring adherence to standards and operational excellence.

Highest-signal resume keywords

Workforce ManagementCapacity Planning FrameworkBPO ManagementContractual Relationship ManagementBilingual in French and English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Capacity PlanningForecastingBPO Capacity ModelsInvoice ValidationCost OptimizationData AnalysisSLA ManagementOperational StandardsAI UtilizationFTE Requirements

Soft Skills

CoachingLeadershipCross-Functional CollaborationProblem SolvingCommunication

Industry Keywords

Banking OperationsAMLFraud PreventionCustomer CareSuccess Management

About the role

Key responsibilities & impact

Own the global capacity planning framework across Qonto's Banking Operations, AML/Fraud, KYCB, and Customer Care & Success factories
Build the reference model covering volume drivers, FTE requirements, and BPO productive hours
Set forecasting cadence, templates, and definitions for factory WFM analysts
Optimize the internal-agent versus BPO capacity mix
Own the consolidated global BPO budget view for executive reporting
Interface with Finance on planning and reconciliation
Surface cross-factory cost inefficiencies
Lead BPO partner relationships on capacity, contracts, and escalations
Define the invoice validation standard used across all factories
Set standards and operating cadence for factory-level WFM analysts through dotted-line governance
Run monthly cross-factory alignment covering forecast review, capacity risk, and invoice anomalies
Design the capacity planning model and direct its rollout under the guidance of the Head of Operations Enablement

Requirements

What you’ll need

5+ years in Workforce Management
Hands-on exposure to both BPO-managed and internal-agent capacity models
Experience designing or significantly overhauling a capacity planning framework
Experience managing outsourcing relationships at a contractual and strategic level, including SLAs, invoicing, and escalations
Ability to set standards, coach local relays, and drive adoption across semi-autonomous teams without direct authority
Interest in using AI to work faster and smarter
Strong command of both French and English

Benefits

Comp & perks

A founding mandate in a brand-new, centralized operations function
Direct line of sight into Qonto's banking license transition
Real autonomy over a strategic mission with executive visibility into the outcome
A seat at the table as a genuine business partner to Finance and factory leadership
Unlimited access to the best AI tools