Descripción de la oferta
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 businessmodel.
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 than500 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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