Floor manager / Project Manager

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 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 :

Konecta is hiring a Floor Manager with native or bilingual proficiency in French, Spanish and English to join our dynamic and innovative team.

In this key role, you will be responsible for overseeing daily team operations, ensuring exceptional service quality, and maintaining a productive and positive work environment.

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

What we offer : Permanent contract.

Multicultural and positive work environment.

Ongoing training and professional development.

Attractive perks, including access to a discount portal for a wide range of experiences and private health insurance discounts.

Exceptional workplace with a modern and pleasant atmosphere - and a spectacular sea view!

We look forward to receiving your application, getting to know you, and discovering the talent you'll bring to our team!