Call Center Manager

About the role

Sunny Bliss Plumbing & Air, a Miami‑based plumbing and HVAC company, is looking for an experienced Call Center Manager to own and scale its booking engine, including inbound and outbound teams and dispatch operations. The role is remote, based in Colombia, and works on Eastern Time.

Key responsibilities

• Manage inbound booking calls, ensuring fast answer rates, script adherence, and high booking quality.
• Lead outbound teams to follow up on unbooked leads, schedule maintenance plans, and handle post‑service calls.
• Oversee dispatch, ensuring the daily board is fully staffed with the right technicians and capacity is planned.
• Hire, train, coach, and performance‑manage CSR and dispatcher teams using structured 5‑day training, scorecards, and scheduling.
• Design and run after‑hours and weekend escalation systems, acting as the final backstop for unresolved issues.

Required profile

• 5+ years managing a call or contact center of 8+ agents, with at least 2 years accountable for performance metrics.
• Experience in home‑services (plumbing, HVAC, etc.) or other high‑volume inbound booking environments.
• Fluent English (C1+) and Spanish.
• Proven ability to raise booking rates and run outbound programs.
• Track record of building coverage/escalation systems that reduce owner dependence.

Required skills

• ServiceTitan platform.
• Google Sheets and Google Docs.
• Slack.
• Hands‑on experience with call recordings, scorecards, and coaching.

What we offer

• Full‑time paid weekly in USD with a competitive base salary plus monthly performance bonus and a fixed after‑hours stipend.
• Weekly pay, paid training (Nexstar, ServiceTitan Academy), and a clear path to senior operations roles.
• Remote work with a seven‑day on‑call commitment and flexible vacation when coverage is arranged.