Call Center Manager

Call Center Manager — Sunny Bliss Plumbing & Air (Remote, Colombia)

ABOUT THE ROLE

Sunny Bliss Plumbing & Air is a Miami plumbing and HVAC company with roots back to 1990. We are a Nexstar Network member, run on EOS/Traction, and we operate as a performance-based team: every seat has a scorecard and every number has an owner.

We are hiring an experienced Call Center Manager to own our booking engine end to end: inbound CSRs, outbound CSRs and dispatch. Today the owner and Operations Manager cover the call center and its after-hours escalations personally. You will take that over by building the team, the coverage system and the standards that make it run, and by being the final backstop when the system needs one.

Reports to: General Manager

Direct reports: Inbound CSR Lead, Outbound CSR Lead, Dispatcher Lead and their teams (~10 people)

Location: Remote, Colombia, working Miami time (Eastern)

WHAT YOU WILL OWN

- Inbound booking: every call answered fast, handled on our standard script and booked. Booking rate is your primary number, measured with quality, not volume alone.

- Outbound: follow-up on unbooked leads and open estimates, maintenance-plan scheduling, post-service calls and recovery queues, run as a dedicated outbound team.

- Dispatch: a full, productive board every day; the right technician on the right call; daily capacity planning.

- People: hiring, onboarding through our structured 5-day CSR training track, scorecards, coaching, scheduling and performance management.

- Coverage and escalation: you design and run the after-hours and weekend escalation system (rotation, trained leads, written rules) and you are its final backstop.

A TYPICAL DAY

- Open the day at 7:00 AM ET: review call volume, booking rate, abandoned calls and unbooked leads; set priorities before 7:30.

- Monitor live queues in ServiceTitan Phones Pro and rebalance inbound/outbound staffing.

- Run your daily CSR/dispatch huddle; attend the GM's daily huddle and the weekly leadership meeting.

- Calibrate call grading with your leads; coach the coaches; personally review escalations and new hires.

- Keep scripts, offers and SOPs current. Report call volume, booking rate, board fill and quality metrics weekly.

HOW YOU WILL BE MEASURED

Booking rate, answer rate, board fill against technician capacity, booking quality (avoidable cancellations, booking accuracy), same-day first response on unbooked leads, maintenance-plan members booked on schedule, and escalations resolved at the right level.

COVERAGE AND COMMITMENT (please read before applying)

This role carries a seven-day commitment. It is non-negotiable.

- Core hours: Monday–Friday, 7:00 AM–6:00 PM Eastern.

- Within your first 90 days you build and run the after-hours and weekend escalation rotation.

- You are the final backstop: reachable by phone and Slack 7 days a week, 7:00 AM–9:00 PM, and you act within 15 minutes on anything the rotation cannot resolve. Peak season (April–August) is heavier.

- Once the rotation is in place, routine issues do not reach you. Planned vacation is encouraged with named cover arranged in advance.

WHAT WE ARE LOOKING FOR

- 5+ years managing a call center or contact center team of 8+ agents, with at least 2 years as the manager accountable for the numbers.

- Home-services experience (plumbing, HVAC, electrical, pest, roofing) or another high-volume inbound booking environment. ServiceTitan and Nexstar or Service Nation training are strong pluses.

- English C1 or higher, spoken and written. Spanish fluency required.

- Proven record of raising booking rate and running an outbound program.

- Experience building a coverage or escalation system that reduced dependence on an owner or senior manager, and developing team leads to run it.

- Hands-on with call recordings, scorecards and coaching; comfortable with Google Sheets/Docs and Slack.

- You take ownership, run on data and standards, stay calm with upset customers and are direct with underperformers. Our values: Desire to Win, Accountability, Constant Improvement, Teamwork, Integrity.

COMPENSATION

- Full-time paid weekly in USD.

- Competitive base salary plus a monthly performance bonus and a fixed after-hours stipend.

- Weekly pay, paid training (Nexstar, ServiceTitan Academy), year-round work, and a clear path to a senior operations role as we grow.

- Start: as soon as possible.

HOW TO APPLY

Submit your resume and complete a short recorded video interview (link below).

https://app.hireflix.com/public-application/6acb76860873094943d6c11a