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

📌 Call Center Manager (Colombia)
🏢 Sunny Bliss Plumbing & Air
📍 Colombia