Account Manager - Contact Center

Description

Position Summary: Konecta is seeking an Account Manager to lead operational strategy, transform client needs into successes, and ensure the balance among service quality, customer satisfaction, and business profitability. Key Highlights: 1. Account leadership and end-to-end service lifecycle management. 2. Acting as a strategic partner between the client and operational teams. 3. Driving innovation to maintain competitive advantage. Konecta is a leading provider of digital customer management services and solutions. With over 120,000 professionals operating across 26 countries in 30 languages, Konecta delivers end-to-end solutions covering the entire customer lifecycle through an integrated, omnichannel, and digital offering—designed to enhance process efficiency and support the evolution of clients’ services. These solutions span customer experience, process reengineering consulting, cutting-edge and digital technologies, and customer operations (Front and Back Office), among others. Central to this evolution has been Konecta’s ability to respond to market changes by strongly investing in technology—including the establishment of multiple tech hubs focused on automation, robotic process automation (RPA), digital services, Big Data, and Artificial Intelligence. The company pursues a sustainable business growth model, implementing management practices grounded in profitability, quality, ethics, transparency, diversity, and equal opportunity—while minimizing environmental impact and supporting community development. Headquartered in Madrid, Konecta generates global revenues of €2,000 million and serves over 500 clients, including leading companies in telecommunications, energy, banking, automotive and mobility, e-commerce, and retail. Are you ready to lead the operational strategy for our key accounts? At Konecta, we are looking for an Account Manager with a 360-degree vision—the driving force that transforms our clients’ needs into tangible successes. Your mission will be to guarantee the perfect balance among service excellence, customer satisfaction, and business profitability. **What will your responsibilities be?** * Account Leadership: Assume end-to-end management of the service lifecycle—from implementation through consolidation. * Strategic Partner: Serve as the primary liaison between the client and our operational teams, interpreting market dynamics to tailor our solutions accordingly. * Control and Profitability: Monitor quality and financial KPIs, proactively mitigating risks through effective contingency plans. * Innovation Driver: Identify trends and improvement opportunities to sustain the account’s competitive advantage. **What are we looking for in you?** * Strategic and Analytical Vision: Data-driven, intelligent decision-making. * Results Orientation: Full focus on value creation and profitability. * Relational Leadership: Ability to build trust and communicate with purpose. * Agility: Adaptability and leadership in dynamic and challenging environments. Your Experience and Profile: * Education: Administration, Engineering, Marketing, or Project Management. * Background: Prior experience as an Account, Business, or Service Manager—preferably within BPO, consulting, or IT services environments. * Experience managing KPIs, cost control, negotiation, and risk management. * Languages: English proficiency at B2 level. **Why join us?** * Real Impact: Managing strategic projects for globally recognized brands. * Autonomy: Freedom to propose and implement improvements within your business unit. * Growth: A professional environment that rewards initiative and proactive talent. * Flexibility and Culture: On-site work at our Alcobendas office, Monday to Friday, 9 a.m. to 6 p.m. People- and results-oriented culture. Permanent contract. Salary: As per collective agreement, based on profile. Training and professional development opportunities within the company. **Are you up for the challenge?** What are we looking for in you? * Strategic and Analytical Vision: Data-driven, intelligent decision-making. * Results Orientation: Full focus on value creation and profitability. * Relational Leadership: Ability to build trust and communicate with purpose. * Agility: Adaptability and leadership in dynamic and challenging environments. Your Experience and Profile: * Education: Administration, Engineering, Marketing, or Project Management. * Background: Prior experience as an Account, Business, or Service Manager—preferably within BPO, consulting, or IT services environments. * Experience managing KPIs, cost control, negotiation, and risk management. * Languages: English proficiency at B2 level.