Call Center Manager

About the role

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

Key responsibilities

• Manage inbound booking calls to achieve high booking rates while maintaining quality standards.
• Lead outbound teams for follow‑ups, maintenance‑plan scheduling, post‑service calls and recovery queues.
• Oversee dispatch to ensure optimal technician assignment and daily capacity planning.
• Hire, train, coach and performance‑manage a team of ~10 CSR and dispatcher leads.
• Design and run after‑hours and weekend escalation systems, acting as final backstop.

Required profile

• 5+ years managing a call or contact center of 8+ agents, with at least 2 years accountable for performance metrics.
• Home‑services or high‑volume inbound booking experience (plumbing, HVAC, etc.).
• Fluent English (C1+) and Spanish.
• Proven record of improving booking rates and building outbound programs.

Required skills

• ServiceTitan platform.
• Google Sheets and Google Docs.
• Slack communication tool.

What we offer

• Full‑time position paid weekly in USD with a competitive base salary plus monthly performance bonus and after‑hours stipend.
• Weekly pay, paid training (Nexstar, ServiceTitan Academy), year‑round work and clear path to senior operations role.