Call Center Manager

Centrinex, powered by Covisian is a leading player in the BPO Customer Care sector with a revenue exceeding €450 million. We operate across multiple regions, including Italy & Eastern Europe, Iberia, LATAM, and the US, delivering innovative and high-quality customer service solutions.

Supervisor/Brand Manager

For the Lenexa office, we are looking for a highly motivated and experienced Call Center Supervisor to join our team.

The ideal candidate will be responsible for leading a dynamic team of 30 agents across multiple brands in a 24/7 portfolio. Key expectations include:

• Team Leadership & Development
• • Provide daily support, coaching, and performance feedback to agents
• • Foster a positive team culture and maintain strong morale
• • Address attendance, adherence, and productivity issues promptly
• Client Management & SLA Performance
• • Monitor and ensure all client service level agreements (SLAs) are met or exceeded
• • Communicate regularly with clients, providing updates, insights, and resolutions when needed
• • Be proactive in identifying risks to performance and provide mitigation strategies
• Operational Oversight
• • Oversee scheduling, staffing coverage, and workload balancing across multiple brands
• • Ensure adherence to procedures and client-specific expectations
• • Review and act on performance metrics, including QA, Not Ready %, AHT, and attendance
• Communication & Reporting
• • Deliver regular status updates and performance summaries to leadership and clients
• • Collaborate cross-functionally with other departments to ensure operational alignment
• • Respond to client and internal inquiries promptly and professionally
• Accountability & Initiative
• • Take ownership of issues and drive continuous improvement
• • Follow through on commitments and ensure team compliance with expectations
• • Escalate concerns appropriately and involve leadership when needed

Salary will be evaluated based on experience.