Business Development/Internet Manager to help lead and elevate our Service BDC operations. This role supports the Business Development Manager in driving appointment volume, improving customer satisfaction, and developing a high-performing BDC team across inbound and outbound operations.
The ideal candidate is a strong people leader who thrives in a fast-paced environment, understands call center operations, and is passionate about coaching, training, and continuous improvement.
- Pay will be $70 - $96K a year, based on experience.
- Medical, Dental and Vision Insurance, and pet insurance
- Paid Time off
- Paid Maternity and Paternity leave (Parental Leave)
- Company Paid $10,000 life insurance policy
- Employee discounts on Vehicles, Service and Parts
- Professional growth and development training on a quarterly basis.
What You'll Be DoingLeadership & Team Development- Hire, coach, train, and monitor Business Development Representatives to ensure top performance
- Interview candidates and make staffing recommendations
- Create and maintain schedules for all BDC teams and manage schedule adherence
- Assess, document, and de-escalate employee concerns while keeping leadership informed
- Monitor training completion and ensure all assigned training is completed on time
Operational Excellence- Work closely with Department Managers to develop appointment-setting strategies that maximize dealership traffic
- Identify opportunities for continuous improvement within the BDC and overall organization
- Notify leadership and stores of critical system or phone outages immediately
- Serve as a Dialpad subject matter expert, maintaining accurate DID lines and system setup
- Assist with creating new user accounts and onboarding access for new hires
Inbound (IB) Team Responsibilities- Monitor call volumes and allocate staff appropriately
- Review calls for quality and provide real-time coaching and feedback
- Ensure consistent, high-quality customer interactions
- Manage advisor view cameras on BDC displays
Outbound (OB) Team Responsibilities- Manage outbound calling campaigns to meet monthly call volume goals
- Coach and develop OB associates to improve performance
- Create, update, and refine call scripts to support active campaigns
- Assist with monthly bonus payroll by verifying spiffs for accuracy
Training & Development- Create and maintain training plans specific to each call queue
- Identify skill gaps and develop training resources as needed
- Stay current with industry trends and bring forward new ideas to enhance performance
What You'll Need- Previous Dealership BDC Manager experience required
- Strong leadership, organizational, and coaching skills
- Excellent interpersonal and customer service skills
- Ability to work in a fast-paced, results-driven environment
- High School Diploma or GED required
- Must pass background check and drug screen prior to employment
