TEAM LEADER - ENGLISH MARKET

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 looking for an experienced Team Leader with native or bilingual English proficiency to join our team in Barcelona.

In this role, you will be responsible for leading and developing a team of customer service agents, ensuring the achievement of operational targets while maintaining high standards of quality and customer satisfaction. You will act as a key point of contact between the team and management, driving performance, engagement, and continuous improvement.

You will play a crucial role in fostering a positive team culture, supporting individual development, and implementing best practices to optimize results. Your ability to motivate, coach, and guide your team will directly contribute to both client success and overall business performance.

RESPONSIBILITIES

• Lead, plan, and coordinate daily team activities to ensure high performance
• Monitor and report on service level agreements (SLAs) and key performance indicators (KPIs)
• Motivate, coach, and support team members in achieving their objectives
• Track and manage both qualitative and quantitative performance targets

REQUIREMENTS

• Previous experience as a Team Leader in a BPO or similar environment
• Native or bilingual level of English
• Strong results‑driven mindset with a focus on performance and objectives
• Full‑time availability to work on‑site in our Barcelona offices

WE OFFER

• A permanent contract
• A multicultural and positive environment
• A modern and pleasant workplace in an exceptional building with sea views
• Company health insurance
• Training opportunities throughout the year, as we aim to support our talents in their professional development

We are a company committed to equal opportunities for women and men, and we firmly promote equity across all our positions.