At Konecta, we are looking for an Account Manager with strategic vision, leadership skills, and a results-oriented approach to lead high-impact operations within our Contact Center.
Main Responsibilities:
Lead operations and ensure the achievement of key performance indicators (SLA, CSAT, NPS, productivity, employee turnover, among others).
Manage multidisciplinary teams, ensuring operational continuity and the achievement of objectives.
Design and implement continuous improvement strategies to optimize processes and increase operational efficiency.
Maintain strong and trusting relationships with clients and stakeholders.
Lead transformation, innovation, and process optimization projects.
Manage action plans and follow up on improvement initiatives.
Manage and oversee the financial management of the account.
Requirements:
Bachelor's degree.
Advanced English (minimum level B2).
More than 8 years of experience in Contact Center operations.
Proven experience leading bilingual teams and operations.
Knowledge of WFM, Quality, Customer Experience (CX), and KPI analysis.
Advanced proficiency in Excel and reporting tools.
Experience in the airline industry will be highly valued.
Key Competencies:
Leadership
Analytical thinking
Results-oriented
Effective communication
Customer experience focus
If you meet the requirements and are looking for a new professional challenge, we want to hear from you
Share your CV and join a team committed to operational excellence and innovation. #Konecta #Hiring #BPO #ContactCenter #OperationsManager #CustomerExperience #Campeche
📌 Account Manager (Campeche)
🏢 Importante Empresa Del Sector
📍 Campeche
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