Call Center Supervisor

To Apply use this link and follow the steps: https://sunnybliss.com/apply/call-center-supervisor?src=linkedin Call Center Supervisor — 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 Supervisor 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, onboardi