About the role
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 Key Account Manager with a native/bilingual level in English to join our team in Konecta Barcelona!
RESPONSIBILITIES
Client Management Act as the primary point of contact for the client, building and maintaining a strong partnership. Lead business review meetings, providing performance updates, insights, and recommendations. Translate client needs into actionable operational plans.
Team & Operations Oversee and coordinate a team of 10 supervisors, ensuring alignment with client objectives. Ensure smooth daily operations, workflow distribution, and effective escalation management. Promote a high-performance and solution-oriented team culture. Performance Management Monitor KPIs and service performance, ensuring targets and quality standards are met. Identify improvement areas and implement data-driven optimization strategies. Provide regular performance reporting to both client and internal stakeholders.
Development & Communication Support coaching and development of supervisors and team members. Maintain clear communication with internal leadership and client stakeholders. Ensure compliance with internal processes and service standards.
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 and in Spanish is required.
We are a company committed to equal opportunities for women and men, and we firmly promote equity across all our positions.
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