Bilingual Call Center Manager (English and Spanish)

BILINGUAL CALL CENTER MANAGER (ENGLISH AND SPANISH)Remote, Latin America | $2,300 to $2,600 USD a month | Full-Time, 8 AM to 5 PM Eastern, Monday to FridayApplications close Dec 15, 2026
WE ARE NOT LOOKING FOR YOUR TYPICAL CALL CENTER SUPERVISOR.
If you want to watch a dashboard, forward escalations, and go home at 5 no matter what the numbers say, please don't apply. We mean that with respect. There are good jobs out there for you. This isn't one of them.
This isn't for you if you don't love our customers. A homeowner buying a new roof is making one of the biggest purchases of their life. They deserve to be treated that way on every call.This isn't for you if you can't stay calm under stress. After a storm, the phones don't stop and some callers are angry and scared.This isn't for you if you can't lead a team to hit our speed to lead. A lead that waits is a lead we lose.This isn't for you if you don't answer your phone on weekends.This isn't for you if you want a 9 to 5. This is early mornings and sometimes long nights, every day.This isn't for you if you don't want to learn roofing. You'll learn the trade well enough to explain it.This isn't for you if you've only been an agent or a QA reviewer and have never owned a team's numbers.
WE ONLY WANT A PLAYERS.
We only want A players. You like to make things better and bring value. You have leadership courage. You understand technology. You are obsessed with making things faster and better, with great customer service, and with building something that lasts.
Rhino Roofs and General Construction Corp is a residential roofing company in Fort Pierce, Florida. Most of our work is metal roofing, we make our own metal in-house, and we've completed more than 3,000 roofs.
Our call center is where every homeowner meets Rhino first. You'll run it, and you'll have a seat at our leadership table.
THE FIRST 90 DAYS ARE GOING TO BE GRUNT WORK AND LEARNING.
We're not going to dress it up. You'll learn our customers, our products, our sales team, and our tools. You'll listen to a lot of calls. You'll jump on the phones yourself when the team is short. You'll chase no-shows. You'll clean up messy CRM data, lead by lead, until the numbers are right.
This is not a 9 to 5. It is early mornings and sometimes long nights, every day.
While you do the work, you fix how it gets done. You document the processes, train the team on them, and hold everyone to them, starting with yourself.
WHAT THIS SEAT ACTUALLY DOES.
You own the call center: the people, the numbers, and the process. You lead two teams, Appointment Setting and Customer Service.- Own speed to lead, appointments set, show rate, and response time, and report them every week with no excuses- Coach both teams through weekly meetings, weekly one-on-ones, and call audits, and turn what you hear into training- Write and run the processes for call routing, follow-up, no-show recovery, and rehash cadences- Hire, onboard, and train setters and customer service reps, build new teams as we grow, and let go of people who don't meet the standard after real coaching- Find and create ways to set more appointments, grow revenue, and fix leaks in the funnel, from first call to signed job- Sit at the leadership table with our other leaders, bring ideas, and own outcomes with them- Keep GoHighLevel, JobNimbus, SendBlue, and Hot Prospector clean and used the right way- Make sure every call and text follows US calling and texting rules, including TCPA- Handle escalations yourself, in English or Spanish, and keep the call center connected with Sales, Production, and Marketing
WHO YOU ARE.
You're process-driven. If it isn't written down and trained, it isn't a process.
You're results-driven. You know your team's numbers today, not at the end of the month.
You're friendly on the phone. Homeowners like talking to you, even the upset ones.
You can train. You can stand in front of a team, teach a new script or a new tool, and check that it stuck.
You spot opportunities, and you create them. You see where leads leak out of the funnel, and you fix it before anyone asks.
You think like a leader, not a supervisor. You bring ideas to the leadership table and own the outcome with the rest of the team.
You hold people accountable, kindly. Your setters know exactly what's expected, and they know you're in their corner.
You stay calm when it's loud. Storm week is when you're at your best.
You want to learn the trade. You'll know the difference between a metal roof and a shingle roof well enough to explain it to a homeowner.
You speak fluent, conversational English and Spanish.
WHO YOU ARE NOT.- Someone who manages from the dashboard and never takes a call- Someone who blames the leads, the tools, or the team when the numbers drop- Someone who lets a no-show go without a follow-up- Someone who lets the CRM get messy- Someone who keeps a weak performer because firing is uncomfortable- Someone who isn't reachable on weekends- Someone who wants a 9 to 5- Someone who waits to be told what to improve- Someone who runs an agency or a BPO and wants this as a side contract
THE STANDARD.
Our core values aren't wall art. We hire and fire on them.- Extreme Ownership. If a lead sat too long or a homeowner didn't get a call back, it's yours to find out why and fix it.- Relentless Work Ethic. You make the next call, run the next training, and chase the next no-show, even when nobody is watching.- Humble Confidence. You hold your team to the standard, you tell leadership the honest numbers, and you stay coachable.
Honesty isn't on the list because it's a given. With customers, with your team, and with every number you report.
WHAT YOU BRING.
Must have:- Experience managing or leading a call center team, with numbers you owned- Operations knowledge: you have run call center or customer operations, including processes, staffing, scheduling, and metrics- Call center experience serving English-speaking customers, ideally in the US- Fluent, conversational English and Spanish, spoken and written- Hands-on experience with CRMs and dialers- Experience running one-on-ones with every person on your team- Experience hiring people and building new teams, not only managing a team you inherited- Experience running trainings and writing processes- Able to travel to the United States when needed- Based in Latin America, with stable internet- Full-time, 8 AM to 5 PM US Eastern, Monday to Friday, plus early mornings, sometimes long nights, and some weekend availability. This is not a 9 to 5. No other job on the side.
Nice to have:- US home services experience, especially roofing, solar, or home improvement- Appointment setting experience- GoHighLevel, JobNimbus, SendBlue, or Hot Prospector- Built a call center process from scratch- Working knowledge of TCPA and US texting rules
WHAT YOU GET.
$2,300 to $2,600 USD a month, full-time, remote from Latin America. You run a call center with two established teams and sit at Rhino's leadership table. You learn a real trade from a company that makes its own metal. We are not promising a title change or a raise in this post.
SUCCESS IN THIS SEAT.
In the first 30 days: learn our customers, our products, our sales team, and all four tools. Listen to calls from both teams. Get a weekly report live for speed to lead, appointments set, show rate, and response time, using clean data.
In the first 90 days: call routing, follow-up, no-show recovery, and rehash cadences are written down and trained. Every setter and rep has clear weekly targets. Call audits turn into training every week. Calling and texting compliance is checked, not assumed.
In the first year: speed to lead and show rate are better than when you started, and you can show the numbers. You've found and fixed leaks in the funnel that set more appointments and grow revenue. You've hired and trained new setters and reps who hit their targets. The call center runs on your processes, whether you're on the floor or not.
HOW TO APPLY.
Apply on this LinkedIn posting. Attach your resume. In your application, tell us about a time you turned around a call center team's numbers. What was broken, what you did, and the numbers before and after.
No story, no interview.
If we move forward, the interview is about that win: what you did, how you did it, who was on the team, and what you'd do differently.
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Applications close Dec 15, 2026.
Rhino Roofs and General Construction Corp | Fort Pierce, FL | 3,000+ roofs completed
Este puesto exige inglés fluido y conversacional. La nota de aplicación debe estar en inglés.