BDC Assistant Manager
Description
We are seeking a BDC Assistant Manager to support the leadership and success of our fast-paced, high-volume Service Business Development Center. The Assistant Manager will work closely with the Senior Manager to drive team performance, ensure exceptional customer service, and help meet departmental goals. This role is ideal for an experienced BDC professional with strong leadership skills who thrives in a structured, results-driven environment.
The BDC Assistant Manager will support the oversight of daily operations, assist with coaching representatives, help track performance metrics, and contribute to ensuring efficient handling of inbound and outbound communications. You will partner with the Senior Manager as both a leader and a hands-on contributor, providing backup support with calls, emails, and escalations when needed.
Responsibilities
- Support the Senior Manager in overseeing daily operations of the Service BDC team.
- Monitor call activity, appointment volume, show rates, and answer rates to ensure team targets are achieved.
- Coach, train, and mentor BDC Representatives to improve call quality, appointment setting, and customer engagement.
- Handle escalated customer concerns with professionalism and problem-solving.
- Assist in scheduling, workload balancing, and ensuring full coverage during business hours.
- Analyze reports and provide feedback on performance trends to management.
- Participate in outbound call campaigns, appointment setting, and lead follow-up when team support is needed.
- Ensure all customer contacts (phone, text, and email) are handled promptly and professionally.
- Promote ethical conduct, consistent follow-up, and exceptional customer satisfaction.
- Collaborate with Service Managers and Advisors to align customer appointments with shop capacity.