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.

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 accountable to real standards.
Influence-based leader: You're effective without direct authority — you set standards, coach local relays, and drive adoption across semi-autonomous teams who don't report to you.
AI-curious: You look for ways to use AI to work faster and smarter, and you're ready to keep adapting as the role evolves with it.

A founding mandate in a brand-new, centralized operations function — you'll help shape how it works from day one.
Direct line of sight into Qonto's banking license transition, raising the bar on operational rigor as the company scales.
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, not just an operator.

Senior Workforce Manager – Capacity Planning, BPO Strategy

Key skills