WHO WE ARE

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 ROLE

We 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 f

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