WHO WE ARE

Konecta is a leading innovative general 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 global 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 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 in Company health insurance
- Training opportunities throughout the year, as we aim to support our talents in their professional development.
- Our offices are located in Barceloneta:

Barceloneta (Metro L4) / Estació de França (Rodalies) / Ciutadella - Vila Olímpica (Metro and Tram T4)

We are a company committed to equal opportunities for women and men, and we firmly promote equity across all our positions.

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