Manager, medical (Zapopan)

Overview

At sunwise, we’re on a mission to bring solar energy to homeowners — and we do it by owning the entire process ourselves. We’re looking for a driven, experienced call center manager to lead and grow our outbound operations from our Guadalajara headquarters.

We call for ourselves — and that changes everything. Unlike outsourced call centers executing someone else’s campaign, sunwise controls the full sales cycle from the first call to closed deal. We are directly invested in every appointment set and every project won. The majority of compensation is variable and tied directly to the business generated. If you’re a leader who believes in their results, you’ll want to be rewarded like it.

Responsibilities

• Recruit & build the team — own the full hiring funnel: sourcing, interviewing, and selecting top outbound talent. You’ll build the roster from the ground up and keep raising the bar as we grow.
• Scale operations — grow the call center strategically: expand headcount, build team structures, and increase capacity in step with campaign performance and new market opportunities.
• Lead & retain people — foster a culture of accountability, motivation, and growth. You’ll be the kind of leader agents want to perform for — not just perform because of.
• Design processes — implement end-to-end operational workflows: call scripts, escalation paths, scheduling, CRM usage, and full campaign management.
• Train & develop — build onboarding programs and ongoing coaching frameworks that turn new hires into high-converting solar appointment setters.
• Quality control — conduct regular call reviews and QC audits to ensure consistency, quality, and compliance across the entire floor.
• Analyze & optimize — track KPIs, dig into conversion data, identify gaps, and make real-time campaign adjustments to maximize output and ROI.

Qualifications

• 5+ years of experience leading outbound call center operations focused on appointment setting and sales campaigns targeting the US market.
• Hands‑on recruiting experience — you’ve built teams from scratch, not just managed headcount that was handed to you.
• Track record of scaling teams — growing from a small operation to a high-volume, structured call center with defined roles and clear performance standards.
• Exceptional people management skills — you know how to motivate, retain, coach, and hold accountable a diverse team of agents and supervisors without burning them out.
• Strong process design skills — you’ve built SOPs, QC systems, and training programs that actually stick and scale.
• Data‑driven mindset — comfortable with performance dashboards, conversion funnels, and using numbers to make decisions daily.
• Fully bilingual — fluent in English and Spanish (written and spoken). You’ll coach agents in Spanish and oversee campaigns engaging consumers in English.
• Experience in solar, home services, or residential sales is a strong plus — but a hunger to master the industry is non‑negotiable.
• Thrives under a performance‑based model — motivated by results and confident in your ability to deliver them consistently.

Profile

You’ve run outbound call centers before and you understand what separates a high‑performing floor from a chaotic one. You’re as comfortable analyzing a conversion funnel as you are sitting down with an agent who’s struggling. You build loyalty in the people under you and you push them to grow. You don’t wait to be told what to fix — you spot it, own it, and solve it.