Floor manager / Project Manager

Konecta; Barcelona; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A global customer management service provider is seeking a Floor Manager in Barcelona. The role involves overseeing a team of supervisors, ensuring high service quality, and maintaining effective communication with clients. The ideal candidate has experience in team management within a customer service environment and is proficient in English, French, and Spanish. This position offers a permanent contract, ongoing training, and attractive perks including health insurance discounts.

Servicios

Permanent contract

Multicultural work environment

Ongoing training and professional development

Access to a discount portal

Private health insurance discounts

Formación

• 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.

Responsabilidades

• Supervise and motivate a large team of 10 supervisors.
• Ensure performance targets are consistently met while maintaining service quality.
• Analyze KPIs and monitor team results for continuous improvement.
• Support professional growth of team members through coaching.
• Ensure optimal distribution of tasks and client requests.
• Maintain regular communication with other team leaders.
• Act as a go-to person for the team when challenges arise.
• Ensure adherence to company policies and procedures.
• Maintain direct contact with the client and organize meetings.

Conocimientos

Team management

Verbal communication

Problem-solving

Leadership

Multitasking

Office tools proficiency

Language proficiency (English, French, Spanish)

Descripción del empleo

Overview

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 employees working in 30 languages across 4 continents and 26 countries. The company offers end-to-end customer management solutions including acquisition, retention, customer service, technical support, and collection, based on a sustainable business model. Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients across 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 role, you will oversee daily team operations, ensure exceptional service quality, and maintain 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!