Lead Workforce Management

**Our mission**? Creating the freedom for SMEs to succeed in business and beyond, by delivering Europe’s leading finance workspace. We combine business-class tools (seamless invoicing, spend management, and pre-accounting) with unwaveringly attentive 24/7 support, designed to help businesses breeze through all things finance.

**Our journey**: Founded by Alexandre and Steve in July 2017, Qonto has rapidly gained trust, serving over 500,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the LinkedIn Top Companies French ranking

**Our values**:
**Customer focus |** Prioritize customers in everything you do

**Ownership |** Own your part, get things done

**Teamwork |** Make (team)work easy

**Mastery |** Continuously raise the bar

**Integrity |** Always do what’s right, and respect people

**Our beliefs**: At Qonto, we're committed to fostering a welcoming environment where everyone can thrive. We prioritize evaluating applicants based solely on skills and potential, ensuring diversity with 50% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.

Discover the steps we took to create a discrimination-free hiring process.

Join us as our next** Lead Workforce Management,** a pivotal role at the heart of Qonto’s customer service excellence.

At Qonto, Customer Service & 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 **Cédric,** lead a talented team of two (David in Barcelona and Nicolas in Belgrade), and collaborate closely with our external partners to drive continuous improvement and performance across the board.

**‍‍ As a Lead Workforce Planning at Qonto, you will**
- **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.

**What you can expect**
- **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.
- **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.

**About your future manager**

**His background?**

**Cédric** brings a rare combination of strategic vision and operational execution, proven by scaling businesses from zero to hundreds of millions in revenue. With a background at McKinsey and leadership roles at Amazon, BRANDED, and now Qonto, he excels in building processes, leading large international teams, and driving customer-centric growth. He excels at