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.

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)
- Core

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