ABOUT US
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 an Operations Manager with native/bilingual proficiency in English to join our dynamic and innovative team. In this key role, you will be responsible for overseeing the team’s daily operations, ensuring exceptional service quality, and maintaining a constant communication with the clients.
RESPONSIBILITIES
* Team Management: Supervise and motivate a large team, ensuring a positive and productive work environment.
* Service Quality: Ensure set objectives are met and maintain excellent service quality, while providing clients with regular updates on team development.
* Performance Monitoring: Analyze key performance indicators (KPIs), monitor results, and apply innovative thinking to continuously improve performance.
* Large experience using and doing Spreadsheets programs.
* Call and Request Flow Management: Ensure optimal distribution of tasks and client requests, and oversee smooth operations throughout the day.
* Communication: Maintain constant communication with other team leads and management to ensure alignment on goals, and provide clear, consistent directives to all team members.
* Problem-Solving: Serve as a key point of reference for the entire team.
* Compliance: Ensure continuous compliance with internal processes and rules.
* Client Relations: Maintain direct contact with the client. Organize and lead progress and objective review meetings. Ensure daily liaison and provide constant feedback. Must be capable of preparing reports and offering high-quality client communication, including proposing innovative solutions.
REQUIREMENTS
* Previous experience in team management within a customer service environment.
* Excellent verbal and written communication skills.
* Ability to manage multiple tasks simultaneously and resolve issues quickly.
* Natural leadership with the ability to continuously motivate and inspire the team.
* Proficient in IT tools and management software.
WHAT WE OFFER
* Permanent contract.
* Multicultural and positive work environment.
* Continuous training: We support your professional development.
* Attractive benefits: Access to a portal offering numerous discounts on a wide range of experiences, and a discount on private health insurance.
* Exceptional workplace: A modern and pleasant working environment, with a spectacular sea view.
We look forward to receiving your application. We’re excited to get to know you and discover your talent!
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