Remote Call Center Manager: Lead Booking & Dispatch

Sunny Bliss Plumbing & Air; Colombia; A distancia; COP 175.893.000 - 271.835.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Nexstar training

ServiceTitan Academy

Descripción de la vacante

Sunny Bliss Plumbing & Air is seeking a Call Center Manager to lead our remote Colombian team of CSR and dispatch professionals. You will own inbound booking, outbound follow-up, and after-hours escalation, using data to drive performance and quality.

You will train staff, implement scripts and SOPs, monitor KPIs, and ensure quick response times. ESL/Spanish and English fluency preferred; strong leadership required.

Formación

• 5+ years managing a call center or contact center team of 8+ agents with accountability for numbers
• Home-services or high-volume inbound booking experience
• English C1 or higher and Spanish fluency
• Proven record of raising booking rate and running outbound programs
• Experience building coverage/escalation systems
• Hands-on with call recordings, scorecards, and coaching; proficient with Google Sheets/Docs and Slack

Responsabilidades

• Oversee inbound bookings and outbound follow-ups; manage dispatch and scheduling
• Design and run after-hours escalation rotation and coverage
• Hire, onboard, coach, and evaluate CSR and dispatch staff
• Monitor and report on booking rates, response times, and quality metrics
• Lead daily huddles and coaching of leads; maintain scripts and SOPs

Conocimientos

Call center management

Team coaching

Data-driven decisions

ServiceTitan experience

Slack

Google Sheets

Nexstar training

Leadership

Performance metrics

Outbound program

Herramientas

ServiceTitan

Slack

Google Sheets

Descripción del empleo

Sunny Bliss Plumbing & Air is seeking a Call Center Manager to lead our remote Colombian team of CSR and dispatch professionals. You will own inbound booking, outbound follow-up, and after-hours escalation, using data to drive performance and quality.

You will train staff, implement scripts and SOPs, monitor KPIs, and ensure quick response times. ESL/Spanish and English fluency preferred; strong leadership required.