Company Overview
Founded in 1975, Superior Auto Inc. is one of the nation’s largest, privately held buy here, pay here automotive retailers with 71 locations. We are searching for an experienced Business Development Center Manager to join our corporate team. Our growing footprint has locations in IN, OH, MI and KY. This is an onsite role in Fort Wayne or Indianapolis, IN.
Job Summary
The Business Development Center Manager (BDC Manager) is responsible for managing all business development center activities which includes lead management, inbound/outbound call activities, CRM process/functionality, BDC-store relations, employee supervision and customer satisfaction. This position will recruit, train and mentor their team to help reach both BDC team and overall company lead follow through, appointment, application and sales goals. Salaried position, and monthly bonuses can be earned by achieving goals.
Duties and Responsibilities
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Oversees the daily operations of the Business Development Center – inbound lead traffic, inbound/outbound call activities, phone applications, appointment setting and general customer inquiries.
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Directs hiring, training, and performance management of all BDC staff.
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Listens to customer-agent calls and trains, coaches/mentors’ staff appropriately based on recorded/live calls, quality and outcomes.
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Monitors all leads within the Customer Relationship Management (CRM) tool and ensures they are handled in a timely manner as well as in order or priority.
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Reviews daily/monthly KPI reporting to monitor performance of department as well as individual agents to drive actions and results needed to reach goals.
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Provides daily/monthly reporting to senior management on activities and critical KPIs resulting from BDC agent activity.
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Develops and continuously enhances best practices, word tracks, scripts and follow-up procedures for agents to help achieve success.
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Develops and continuously updates BDC Standard Operating Procedures (SOP) for agents’ use and training.
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Works independently and with limited supervision to drive team and achieve goals.
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Handles all escalated customer/store calls in a timely and professional manner.
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Communicates with store teams and regional managers on a regular basis to discuss localized strategies and areas of opportunity.
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Researches automotive BDC industry best practices/technologies and makes appropriate recommendations to senior management for enhancements that will drive results.
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Troubleshoots technical issues, document resolutions, and updates the team on outcomes.
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Cultivates an enthusiastic work environment that will build positive employee attitudes and increase employee morale.
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Participates in cross-functional team meetings focused on CRM development, strategic sales planning, lead-sale process enhancements and other projects as needed.
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Determines quarterly and annual goals for the BDC team/agents.
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Performs other duties assigned.
Knowledge and Skills
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5+ years BDC, Call Center, and/or inside sales management experience
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5+ years people management and team leadership
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3+ year Automotive Sales Management experience preferred
Education
High School Diploma
Bachelor’s degree in management, marketing, business or related field preferred
Supervisory
Yes
Level of Responsibility
Manager
Competencies
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Situational Adaptability
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Self-starter, Entrepreneurial Mindset Requiring Limited Supervision
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this position at any time. **Superior Auto is an Equal Opportunity Employ