Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions - including acquisition, retention, customer service, technical support, and collection - all based on a sustainable business model.These services are built on a portfolio of world‑class expertise covering customer experience and process management, digital solutions and cutting‑edge technologies. Headquartered in Madrid, Konecta delivers integral revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e‑commerce.Mission of the RoleWe are seeking an experienced Floor Manager with a native/bilingual level in English and French to join our team in Konecta Barcelona!Responsibilities- Team Management: Supervise and motivate a large team of 10 supervisors, fostering a positive and productive workplace culture.- Service Quality: Ensure performance targets are consistently met while maintaining excellent service quality. Provide continuous performance updates to clients.- Performance Monitoring: Analyze key performance indicators (KPIs) and monitor team results, applying innovative strategies to drive continuous improvement.- Training & Development: Support the professional growth of team members through ongoing coaching and development.- Workflow & Request Management:



Ensure optimal distribution of tasks and client requests, guaranteeing seamless daily operations.- Cross‑Functional Communication: Maintain regular communication with other team leaders and upper management to ensure alignment on objectives, and deliver clear, consistent direction to all team members.- Problem‑Solving: Act as a go‑to person and reference for the entire team when challenges arise.- Compliance with Processes & Internal Rules: Ensure consistent adherence to company policies and procedures.- Client Liaison: Maintain direct contact with the client. Organize and lead progress and goal‑setting meetings, provide continuous feedback, and write detailed reports. Offer innovative, high‑quality solutions to meet client needs.Requirements- Proven experience in team management within a customer service environment.- Excellent verbal and written communication skills.- Ability to multitask and solve problems quickly and effectively.- Natural leadership with the ability to motivate and inspire a team.- Strong command of office tools and management software.- Proficiency in English, French and Spanish.We Offer- A permanent contract.- A multicultural and positive environment.- A modern and pleasant workplace in an exceptional building with sea views.- Discount on company health insurance.- Training opportunities throughout the year, as we aim to support our talents in their professional development.We are a company committed to equal opportunities for women and men, and we firmly promote equity across all our positions.#J-18808-Ljbffr

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