Remote Call Center Operations Manager

Sunny Bliss Plumbing & Air; Colombia; A distancia; COP 260.670.000 - 405.487.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Weekly USD pay

Nexstar/ServiceTitan training

Descripción de la vacante

Sunny Bliss Plumbing & Air is seeking a Call Center Manager to lead our remote Colombia team. You will manage inbound booking, outbound follow-ups, and dispatch, ensuring optimal technician allocation and queue performance.

You’ll hire, onboard, and coach CSR and dispatch staff, implement scorecards, and drive continuous improvement. Strong leadership, data-driven decision making, and bilingual communication are essential for success.

Formación

• 5+ years managing a call center or contact center team of 8+ agents.
• Home-services experience (plumbing, HVAC or similar) is preferred.
• English C1 or higher; Spanish fluency required.
• Proven ability to raise booking rate and run outbound programs.
• Experience building coverage or escalation systems with team leads.

Responsabilidades

• Own inbound booking, ensure fast response and booking on standard scripts.
• Lead outbound follow-ups, open estimates and maintenance scheduling.
• Oversee dispatch board and daily capacity planning for technicians.
• Hire, onboard, coach, and manage CSR and dispatch teams with scorecards.
• Design, run after-hours/weekend escalation rotation; final backstop.

Descripción del empleo

Sunny Bliss Plumbing & Air is seeking a Call Center Manager to lead our remote Colombia team. You will manage inbound booking, outbound follow-ups, and dispatch, ensuring optimal technician allocation and queue performance.

You’ll hire, onboard, and coach CSR and dispatch staff, implement scorecards, and drive continuous improvement. Strong leadership, data-driven decision making, and bilingual communication are essential for success.