PWHO WE ARE /ppbr/ppKonecta is a leading innovative integral 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. /ppbr/ppFocusing 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 /ppmodel. /ppbr/ppThese 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 /pp500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce. /ppbr/ppMISSION OF THE ROLE /ppbr/ppWe are seeking an experienced Floor Manager with a bilingual level in English and French to join our team in Konecta Barcelona! /ppbr/ppRESPONSIBILITIES /ppbr/ppTeam Management: /ppSupervise and motivate a large team of 10 supervisors, fostering a positive and productive workplace culture. /ppbr/ppService Quality: /ppEnsure performance targets are consistently met while maintaining excellent service quality. Provide continuous performance updates to clients. /ppbr/ppPerformance Monitoring: /ppAnalyze key performance indicators (KPIs) and monitor team results, applying innovative strategies to drive continuous improvement. /ppbr/ppTraining Development: /ppSupport the professional growth of team members through ongoing coaching and development. /ppbr/ppWorkflow Request Management: /ppEnsure optimal distribution of tasks and client requests, guaranteeing seamless daily operations. /ppbr/ppCross-Functional Communication: /ppMaintain regular communication with other team leaders and upper management to ensure alignment on objectives, and deliver clear, consistent direction to all team members. /ppbr/ppProblem-Solving: /ppAct as a go-to person and reference for the entire team when challenges arise. /ppbr/ppCompliance with Processes Internal Rules: /ppEnsure consistent adherence to company policies and procedures. /ppbr/ppClient Liaison: /ppMaintain 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. /ppbr/ppREQUIREMENTS /ppbr/ppProven experience in team management within a customer service environment. /ppbr/ppExcellent verbal and written communication skills. /ppbr/ppAbility to multitask and solve problems quickly and effectively. /ppbr/ppNatural leadership with the ability to motivate and inspire a team. /ppbr/ppStrong command of office tools and management software. /ppbr/ppProficiency in English French and Spanish /ppbr/ppWE OFFER /ppbr/ppA permanent contract /ppbr/ppA multicultural and positive environment /ppbr/ppA modern and pleasant workplace in an exceptional building with sea views /ppbr/ppDiscount in Company health insurance /ppbr/ppTraining opportunities throughout the year, as we aim to support our talents in their professional development. /ppbr/ppOur offices are located in Barceloneta: /ppBarceloneta (Metro L4) / Estació de França (Rodalies) / Ciutadella - Vila Olímpica (Metro and Tram T4) /ppbr/ppWe are a company committed to equal opportunities for all sex and genders, and we firmly promote equity across all our positions. /p