Platform Manager

Konecta; Barcelona; On-site; EUR 34,000 - 48,000; Full time

Benefits offered by this job

Permanent contract

Sea views office

Health insurance discount

Training opportunities

Job summary

Konecta Barcelona is seeking an experienced Floor Manager with native/bilingual English and French to lead a large customer-service team and maintain top-tier service levels. You will supervise 10 supervisors, drive performance, coach staff, coordinate with the client, and ensure processes and reporting meet expectations.

The role offers a permanent contract and a modern office with sea views in Barceloneta.

Qualifications

• 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.

Responsibilities

• Supervise and motivate a large team of 10 supervisors.
• Ensure performance targets are met while maintaining service quality.
• Analyze KPIs and monitor team results, applying innovative strategies to drive continuous improvement.
• Support the professional growth of team members through ongoing coaching and development.
• Ensure optimal distribution of tasks and client requests, guaranteeing seamless daily operations.
• Maintain regular communication with other team leaders and upper management to ensure alignment on objectives.
• Act as a go-to person and reference for the entire team when challenges arise.
• Ensure consistent adherence to company policies and procedures.
• Organize and lead progress and goal-setting meetings with the client, provide continuous feedback, and write detailed reports.

Skills

Team management

Communication skills

Multitasking

Leadership

Office tools

English French Spanish

Tools

Management software

Job description

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

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.