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Join us as our next Lead Workforce Management, a pivotal role at the heart of Qonto's operational excellence.

At Qonto, Customer Care & Onboarding is a driving force behind our success. As we scale across Europe, our mission is clear: to deliver instant, secure, and personalized support to every customer, around the clock. We take pride in offering service that's not only fast, but truly exceptional.

In this role, you will take ownership of workforce planning and vendor operations across our global support network; but also lead strategic forecasting and resource planning to ensure the right support is always in place, enabling both exceptional customer satisfaction and operational efficiency.

You'll report directly to Julie, lead a talented team of two (David in Barcelona and Nikola in Belgrade), and collaborate closely with our external partners to drive continuous improvement and performance across the board.

• Conduct comprehensive workforce analytics and forecasting: Determine staffing requirements per interval based on historical data and projected business needs; develop capacity plans and staffing models to support customer interactions at scale.
• Manage strategic BPO partnerships and vendor operations: Drive contract negotiations, onboarding processes, and performance optimization with outsourcing partners across multiple countries, including capacity planning for urgent regulatory requirements.
• Implement analytics tools and identify optimization opportunities: Utilize advanced analytics to monitor staff performance and operational efficiency; identify trends and inefficiencies in workflows, and propose actionable solutions to improve productivity and reduce costs while maintaining service quality.
• Lead cross-functional collaboration and reporting: Collaborate with Finance and Operations teams across Customer Care, Onboarding, and CSM to align workforce strategies with business goals; and prepare regular performance reports for senior management.
• Manage and develop your team: Lead, mentor, and grow a team of workforce analysts while fostering their professional development through regular 1-on-1s and performance reviews, ensuring optimal workforce distribution and operational demands are met.

• High-impact environment: You'll be managing workforce planning for a large-scale customer support operation with significant interaction volume and a growing share of AI resolution.
• Bridge between strategy and execution: Serve as the link between Qonto's overall strategy and what's happening on the ground, ensuring alignment at every level.
• Strategic partnership management: Work directly with senior leadership at key outsourcing partners, managing relationships that represent significant operational capacity and strategic value for Qonto.
• Analytical excellence: Use advanced Google Sheets analysis, forecasting models, and data-driven decision making to optimize both costs and service quality in a fast-paced fintech environment.
• Crisis management opportunities: Handle urgent staffing needs like regulatory compliance projects, technical incidents requiring immediate capacity adjustments, rapid scaling initiatives, etc.
• International scope: Manage operations across multiple countries and partner teams, requiring adaptability to different time zones and cultural contexts.
• P&L ownership: Manage a large P&L and identify optimization measures without compromising quality.

• Workforce management expertise: You have successfully managed a workforce management team or led complex workforce planning initiatives, with strong analytical skills and experience in forecasting, capacity planning, and performance optimization.
• Partnership management experience: You excel at building and maintaining strategic relationships with external partners, can challenge and influence partner performance, and have experience managing vendor relationships or operational partnerships.
• Analytical and problem-solving mindset: You have strong analytical capabilities, you can create complex forecasting models, and thrive on data-driven decision-making in fast-paced environments.
• Leadership and ownership: You demonstrate a strong ownership mentality, can manage multiple urgent situations simultaneously, and have experience leading teams through high-pressure scenarios and rapid scaling requirements.
• Communication skills: You can effectively communicate with stakeholders at all levels, from operational teams to senior partner management, and can work across multiple languages and cultural contexts (French and English preferred but not mandatory).