Konecta are looking for a strategic, results-driven profile to lead high-impact Contact Center operations.
Key Responsibilities:
- Lead operations and ensure KPI compliance (SLA, CSAT, NPS, productivity, attrition, etc.)
- Manage multidisciplinary teams and ensure the continuity of operations
- Implement continuous improvement and operational efficiency strategies
- Maintain strong relationships with clients and stakeholders
- Lead transformation and process optimization projects
Requirements:
- Bachelor's degree
- High English level (minimum B2)
- 8+ years of experience in Contact Center operations
- Experience leading bilingual teams and operations
- Knowledge of WFM, Quality, CX, and KPI analysis
- Advanced Excel and reporting tools proficiencyExperience in the aviation sector will be valued
- Experience in the airline industry is a plus
We are looking for people with:
Leadership
Analytical thinking
Results orientation
Effective communication
Customer experience focus
Join a integral company focused on innovation, customer experience, and talent development.