Lead Workforce Manager - Capacity Planning & BPO Strategy

About this role

[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, based on 60,000 reviews. Our culture puts customer satisfaction at the core of what we do (more about our culture here ). [OUR JOURNEY] Founded in 2016 and launched in 2017 by Alexandre and Steve , 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 because the best teams are built on merit. [AI AT QONTO] AI is deeply embedded in how we work ( here ) - 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. Join us as Lead Workforce Manager to own the global capacity planning framework across all of Qonto's Ops factories. 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 , our Head of Operations Enablement.

➡️ What you'll do Design and own the capacity planning framework: You'll build the reference model 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.